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CX Operations Specialist
Full-time
Genetec is a global leader in physical security and public safety technology, serving organizations in over 150 countries.
About The Role
The CX Operations Specialist plays a pivotal role in driving operational excellence across the Customer Experience (CX) organization. This role leads automation efforts, manages cross-functional projects and related training, and leads compliance efforts related to customer data protection regulations. It also serves as a key contributor to CX Shared Services' (CXSS) transformation initiatives and supports the onboarding of new legal entities.
The role identifies when processes or tools need to evolve to stay aligned with CX priorities and to improve the experience of customers, employees, and suppliers — including hands-on work with data, workflow automation, and the design of scalable integrations using tools such as Power Automate.
Responsibilities
Automation & Process Optimization
Lead requirements-gathering workshops to identify automation opportunities across all CX departments, including data integration and ingestion
Develop low-code automations using Power Automate in collaboration with the CXSS Operations Automation team
Create and maintain documentation, including process diagrams, related to tools (e.g., D365 CRM, D365 F&O) and processes
Keep up to date with Genetec's products, services, and operations to propose efficient processes, best practices, and optimized tools
Project Management
Lead projects from requirements gathering to testing and deployment, ensuring minimal disruption to operations
Define and manage a strategic roadmap to provide CX organization-wide visibility of key ongoing projects
Coordinate the annual update of the Customer Data Protection policy for all CX departments
Continuously keep stakeholders informed of delivery roadmap progress
Qualifications
5+ years of experience in business or functional analysis, with a proven ability to lead complex requirements gathering and model end-to-end business processes
Excellent communication skills in English (written and verbal); conversational French required
Strong understanding of how business applications connect across an organization
Experience using low-code technologies such as Power Automate to automate workflows and integrate data
Working knowledge of Microsoft Dynamics 365 (Customer Service, Project Operations, F&O) is an asset
Bilingual English/French (conversational French required, full fluency an asset)
Experience with project management tools (e.g., Jira, Trello) and agile methodologies
