Mgr Customer Experience

Overview

Working under the general supervision of the Sr Director of Customer Operations relying on experience and judgment to plan and accomplish goals the Manager of Customer Experience is responsible for the day-to-day operations of the customer experience (CX) team for an assigned business unit(s). Executes the CX strategy with a focus on achieving key quality and productivity performance metrics. Manages the development implementation and execution of organization and customer experience efforts and related initiatives designed to enhance overall customer experience results customer engagement and retention. Leads a team of customer experience professionals and champions a People First culture of employee coaching engagement and empowerment while focused on reduced attrition and absenteeism.

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory equip their workforce or secure their data we make it happen. All it takes is finding the right combination of tech hardware software cloud solutions and support services. Thats what we do. Were the IT Departments IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds experiences and perspectives. Its what makes Connection uniquewhat drives us to innovate and create technology solutions that stand apart from the crowd. Wed love for you to be a part of that fabric to share your ideas and experiences with a team that thrives on fresh thinking creativity and helping others.

Why You Should Join Us

Youll find supportive teammates and a rewarding career at Connectionplus great benefits. We take pride in supporting employees with a total rewards package that provides financial emotional and physical resources for you and your family. Our compensation 401k plans medical insurance and other benefits are progressive and competitive. We value the importance of our employees emotional wellbeing. To support employees we provide free therapy visits mental health coaching and tools and meditation also enjoy a generous paid time off package that includes not only vacation and sick time but also Wellness and Volunteer Time Off days.

Responsibilities

• Develops and executes a customer experience that meets or exceeds all customer service and performance KPIs including efficiency quality and CSAT
• Contributes to strategies that improve customer experience account management and drives TIDC and Managed Services toward world class performance
• Manages relationship with Account Managers and Sales Leadership to drive customer service customer engagement and customer retention programs
• Proactively identifies risks to customer satisfaction and takes immediate action to rectify
• Leads a team of customer experience professionals and champions a People First culture of employee coaching engagement and empowerment while focused on reduced attrition and absenteeism

Builds resource plans talent pipeline and succession plans to ensure proactive staffing and hiring based on contact volume project complexity and service level goals

Min

USD $74500.00 / Yr.

Max

USD $94244.00 / Yr.

Qualifications

Degree requirements : Bachelors Degree or the equivalent combination of education and work experience

Required competencies :

Proven experience and skills in customer service and remote management of a team

Demonstrated comprehensive working knowledge of contact / call center operations performance metrics and technology

Working knowledge of order management and case management technology

Strong interpersonal and relationship skills

Analytical and problem-solving skills

Strong project management skills; working knowledge of group infrastructure

Experience in leading / motivating large diverse workforce; must be able to build camaraderie / trust

Strong communication and presentation skills both verbal and written

Ability to influence change across internal teams stakeholders partners and leadership

Capable of developing high-performing teams and building a strong talent bench

Ability to effectively prioritize work and manage competing priorities

Understands the customer journey end-to-end including each customer their environment (digital and physical) processes tools and employee mind-sets s / he experiences.

Additional preferred competencies or preferred qualifications if any :

ITIL Certification preferred

IT Experience : Ability to integrate business and operations systems to an ERP solution understanding of IT systems and tools confidence learning and adopting new technology and applications

Required Experience :

Manager

Key Skills

Computer Science,user experience,User Interface,SME,CSS,Interaction Design,Windows,Android,Usability Studies,Visual Design,HTML,User Research,JavaScript,Web Services,Wireframes

Employment Type : Full-Time

Experience : years

Vacancy : 1