Manager Customer Experience

Oversee the performance and daily operations of Customer Experience Supervisors and Agents, manage hiring, onboarding, and training, and ensure the creation and maintenance of knowledge base articles. Collaborate with the QA team for high-quality service, update intranet content, generate reports, and analyze customer data for insights to guide improvements. Focus on optimizing the department's tech stack and managing the budget. Maintain continuous process improvement, cross-department collaboration, and participation in leadership training. Address concerns from both upset customers and team members, and maintain communication with senior leadership. Ensure a clear understanding of customer needs and handle additional managerial tasks as assigned.

ESSENTIAL JOB FUNCTIONS

Manage and oversee the performance of Customer Experience Supervisors and Agents

Oversee daily operations of the contact center

Lead hiring, onboarding, training and other HR and managerial task for the assigned area of responsibility

Oversee and maintain up-to-date knowledge base articles for agents

Collaborate with the QA team to ensure high-quality customer service for both customers and team members

Develop and update relevant content for the field and operational management teams on the intranet

Generate and maintain reports for both internal and external review

Analyze customer feedback and data from various channels to provide actionable insights and recommendations to leadership for improvements

Heavy focus on optimizing the departments tech stack to ensure the contact center has the best tools to support both the team and customers

Oversee and manage the department budget

Maintain a strong focus on process improvement

Collaborate with other departments to ensure the team in informed on relevant topics

Participation in company training initiatives for field leadership

Address and resolve concerns from upset customers

Address and resolve concerns from upset team members

Maintain ongoing communication with senior leadership in the department

Understanding customer needs

Handle any other managerial task for the department as assigned

SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES

Required:

High School diploma or equivalent

Automotive parts store experience

Strong leadership skills

Strong conflict resolution skills

Strong communication skills

Ability to multi-task under pressure

Excellent documentation, communication and organizational skills

Attention to detail

Self-starter

Ability to learn independently

Ability to process computer data to format and generate reports using Microsoft Office

Desired:

College degree in business administration or related field

Project management experience

Strong reporting and analytical skills

High proficiency in Microsoft Office

3 plus years management and supervisory responsibilities

O’Reilly Auto Parts has a proven track record of growth and stability. O’Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization. 

Total Compensation Package:

• Competitive Wages & Paid Time Off

• Stock Purchase Plan & 401k with Employer Contributions Starting Day One

• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)

• Team Member Health/Wellbeing Programs

• Tuition Educational Assistance Programs

• Opportunities for Career Growth

O’Reilly Auto Parts is an equal opportunity employer. The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.

Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: [email protected] or call 417-862-2674, ext. 68901, and provide your requested accommodation, and position details.