Job Abstract

Position Purpose:

The Manager of Customer Experience for Services Operations & Contact Centers is responsible for driving multiple, large cross-functional process improvement projects focusing on improving the customer experience for Service and Sales Operations. Individuals in this position use high-level strategic thinking and process improvement experience in determining goals, metrics, and direction necessary to maximize short-term and long-term success of initiatives. This role works closely with the Learning department and operational leaders to guide activities related to quality, knowledge, and work from home programs.

Key Responsibilities:

• 25% Promote the customer experience and performance improvement throughout the organization. Create goals and standards that support the ultimate customer experience. Provide directional oversight of the work from home program to guide ongoing innovation and improvement.
• 20% Develop, implement, communicate and maintain a quality plan. This requires writing and management of Standard Operating Procedures and overseeing the findings from quality audits from a designated Quality Audit team
• 20% Partner with the Learning department to continually seek opportunities to increase customer satisfaction. Executes and maintains an associate knowledge base platform to ensure a consistent customer experience
• 15% Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the established standards of service for customers.
• 10% Set up and maintain controls and documentation procedures specific to scripting and branding compliance for Services Contact Centers overall.
• 10% Interview, hire, train, direct, coach, reward and performance manage all direct reports.

Direct Manager/Direct Reports:

• Position reports to Sr. Manager Customer Experience.
• This position has 6 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Experience in a Call Center as well as a matrix environment

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Very organized with strong attention to detail and time management skills
• Excellent written, verbal, listening and presentation skills
• Interpersonal skills
• Detail oriented with the ability to manage multiple project/priorities