Manager - Customer Experience

Company Description

We are seeking a motivated and passionate person to join us as a Customer Success Manager. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

The Customer Experience Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment

• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of CE delivery plan for the program
• Observations and Customer Experience (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using CE Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team
  
  

CE Team Delivery

• Sustain continuous program improvement on CE metrics through insights and CE Team actions to meet key performance metrics
• Meet program-specific staffing requirement following the standard QA-FL HC ratio or SOW requirement and equip CE Specialists to perform the tasks
• Build process credibility and improve client relationship
  
  

Team Development

• Improve CE Team performance and delivery through weekly coaching sessions, development plans and training interventions
• Develop team members' skills by providing learning sessions through classroom and on-the-job training quarterly
  
  

Continuous Improvement Framework Deployment and Analysis

• Produce CI monthly analysis using the standard process that will provide lead/lag metrics, focus consultants/group, specific defects and impact calculation of recommended focus areas
• Meet CI goals by monitoring progress of committed actions vs goals, review effectiveness and execution, and addressing new gaps identified
  
  

Qualifications

• Creativity, proactivity, and have a bias for action
• Experience with marketing, organizational development, psychology, or customer experience
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
• Passion for learning/learning agile
• Excellent written communication skills
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
• Exceptional research skills
• The ability to exude a professional demeanor and appearance
• Attention to detail and excellent organizational skills
• The ability to function in a fluid environment, with fast change, and fast prototyping and design
• A degree in Marketing, Organizational Development, Psychology, Customer Experience, or a related field is preferred, but not required
• Previous track record of success in customer experience management may be substituted for education
• Bachelor Degree
  
  

Additional Information

All your information will be kept confidential according to EEO guidelines.