Customer Experience Manager

About The Position | Major goals and objectives and location requirements

Hybrid 3x a month - New York, NY

In-office Expectations: This position offers remote work flexibility; however, if you reside within a commutable distance to one of our main offices in New York, Des Moines, Birmingham, Los Angeles, Chicago, or Seattle, the expectation is to work from the office three times per month.

About The Positions Contributions:

As the Customer Experience Manager,, you will be responsible for working to ensure systems and processes are in place that provide a best-in-class customer experience.  You will manage the day-to-day operations of our outsourced customer care vendor, act as an internal point of escalation, oversee KPI compliance, provide VOC feedback and continuously work to optimize the customer care function.  

The Role’s Minimum Qualifications and Job Requirements:

Vendor Management:

• Manage contact center KPIs including: service level agreements, time in process, customer satisfaction, quality assurance and more.

• Analyze KPI data and report performance to senior management using standardized reporting.

• Optimize operations by reviewing productivity metrics and identifying areas for improvement.

• Ensure the support team has all necessary tools to facilitate an exceptional customer experience.

Customer Advocacy:

• Establish and update support policies and procedures to meet the needs of both customers and the business.

• Follow-up on all tickets escalated by the customer support team and ensure they are handled within established SLAs.

• Triage critical customer-facing issues and escalate to the proper channels to ensure a speedy resolution.

• Maintain customer Help Center ensuring articles and knowledge base are up-to-date at all times.

• Collaborate with internal teams to resolve customer concerns and improve overall customer experience.

• Foster a customer-centric culture throughout the organization.

• Monitor and analyze customer feedback, complaints, and satisfaction metrics.

Collaboration with Product Teams

• Collaborate with stakeholders across the organization, sharing insights and addressing customer pain points.

• Make recommendations for changes to products or services based on customer feedback and requests.

• Be the SME for multiple customer experience use cases to present the best solutions to our customers.

• Compile/contribute to Monthly Insight Review decks and presentations.

Training and Quality Assurance:

• Create and maintain all system process documentation.

• Develop, implement and modify training curriculum to ensure effective program delivery to our customer support team.

• Participate and provide guidance in vendor calibration sessions.

• Review and interpret Quality reports – take action on anomalies and/or issues.

Experience:

• 3+ years of experience in customer service management, vendor relations or call center management.

• Extensive experience with CRMs such as Zendesk/Salesforce; understands and embraces the role that tech plays in agent experience aka AX.

• Deep understanding of customer service management with experience that drives performance.

Specific Knowledge, Skills, Certifications and Abilities:

• Excellent analytical, problem-solving, and decision-making skills.

• Ability to effectively multitask and pivot focus as necessitated by the business.

• Strong communication and interpersonal skills, with the ability to collaborate effectively across teams.

• Excellent attention to detail and capability to structure information in a clear, organized and aesthetically-pleasing manner.

• Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service.