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About the Role

This role is responsible for designing and implementing technology and process solutions that directly impact work throughout Customer Engagement & Support as well as the greater Business Operations, with the primary goal to drive customer satisfaction while reducing workload for staff.

Responsibilities

Partner with leadership and team to develop automation and streamlined communication execution through existing technologies.
Work closely with the Communication Hub, Customer Engagement, Customer Support, and Operational Execution to refine workflows and processes, integrating current technologies and automation where applicable.
Implement and expand AI tools across all support channels to improve customer experience and efficiency.
Develop automated journeys and maintain campaign (P2P)-based transactional journeys in Marketing Cloud.
Act as project liaison and manager for cross-team work involving better reporting process for customers through Tableau.
Act as a bridge between Business Operations, IT, and product teams to ensure alignment on technology projects and timelines by attending monthly IT meetings and leading bi-weekly partnership reviews.
Conduct quarterly reporting and analysis to identify key trends and recommended actions as pertaining to our technology usage.
Build internal knowledge base of products, services, and FAQs based on constituent feedback for Kayako AI and our staff w/in the Customer Support and Engagement team to reference.
Manage a recurring content review process for the AI knowledge base, partnering with subject-matter experts to keep constituent-facing guidance accurate, current, and aligned with organizational policies and services.
Create and enforce standards for article structure, tagging, source ownership, approvals, version control, and retirement so AI tools and Customer Support staff can retrieve consistent, trusted information.
Monitor AI-assisted responses and constituent feedback to identify knowledge gaps, inaccurate or incomplete answers, and emerging inquiry trends; prioritize corrective updates and new content accordingly.
Build and manage a quality assurance process for Customer Support interactions, including standardized evaluation criteria, recurring case reviews, performance reporting, and feedback loops to improve response accuracy, consistency, and the overall customer experience.

Requirements

Bachelor’s Degree
5+ Years of related experience
Blood Cancer United Campaign experience strongly preferred
Knowledge of Marketing Cloud, Salesforce, Smartsheet, and other similar technologies
Skilled in analyzing back-end system architecture (e.g., Marketing Cloud) to identify gaps and opportunities for automation, ensuring seamless and efficient customer communication workflows
Certification in tools related to Salesforce, Tableau, Excel, Marketing Cloud, etc. preferred

Skills

Marketing Cloud
Salesforce
Smartsheet
Tableau
Excel
AI tools
Journey building
Customer communication workflows
Reporting and analysis
Knowledge base management
Quality assurance

Location

Central Time Zone

Work Type

Hourly
Non-exempt

Experience Level

5+ years

Education Level

Bachelor's Degree

Salary/Compensations

$48K/yr
$69/yr

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Flexible spending accounts
403b retirement plan
Generous paid time off
Federal paid holidays
Wellness program
Employee assistance program

About the Company

Blood Cancer United is a mission centric, locally delivered and nationally powered organization, relentlessly pursuing cancer cures.
Employees take our mission seriously.
Our mission is to enable patients with blood cancer to gain more than one million years of life by 2040.

Equal Opportunity

Blood Cancer United is an equal employment opportunity employer committed to diversity and inclusion in its workplace.
All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law.
Blood Cancer United complies with all applicable laws which prohibit discrimination and harassment in the workplace, and is committed to maintaining a diverse and inclusive environment supportive of all of our employees and the communities we serve.