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Operations Support Architect
Operations Support ArchitectVirtualVocations • Alexandria, Virginia, United States
Operations Support Architect

Operations Support Architect

VirtualVocations • Alexandria, Virginia, United States
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  • [job_card.full_time]
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A company is looking for an Operations Support Architect, Member Experience.

Key Responsibilities

Support channel optimization and maturity roadmap across various support channels

Map customer intents and architect optimal channel pathways for member experiences

Architect the support toolset and workflow to enhance performance and outcomes

Required Qualifications

7+ years in support operations or related roles, with 3+ years leading omnichannel programs

Hands-on expertise with CCaaS / telephony, CRMs, conversational AI, or analytics / BI

Strong systems and data architecture skills

Proven experience in journey design balancing customer effort and cost-to-serve

Fluency in experimentation, KPI design, and ROI modeling

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Operation Support • Alexandria, Virginia, United States

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