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Athens Services
Manager of Operational ExcellenceAthens Services • City Of Industry
Manager of Operational Excellence

Manager of Operational Excellence

Athens Services • City Of Industry
30+ days ago
Job type
  • Full-time
Job description

Description

Key Responsibilities

Operational Excellence:

  • Collaborate with the OpEx team and other key departments to align on service excellence standards.
  • Mentor CX department leaders in Continuous Improvement and Lean methodologies, fostering a culture of ongoing process improvement.
  • Establish and monitor performance metrics to ensure high operational efficiency and quality standards.
  • Identify and address opportunities for improvement within customer service processes, using data analysis to streamline operations and enhance the customer experience.

White-Glove Strategy Implementation:

  • Design and implement strategies to deliver exceptional, personalized service across all customer interactions.
  • Develop and track key performance indicators (KPIs) to assess the effectiveness of our white-glove approach, working with CX leaders to make adjustments that drive higher customer satisfaction.

Cross-Functional Collaboration:

  • Partner with other departments to align on customer service goals, initiatives, and quality standards.
  • Identify and address inter-department friction costs and failure points that lead to service failures.
  • Work closely with the Customer Experience Director and CX Managers to drive improvements and share best practices across teams.

Team Leadership:

  • Lead, mentor, and develop a high-performing team focused on delivering outstanding customer service.
  • Conduct regular training sessions to upskill team members in customer service best practices and operational excellence.

Customer Feedback & Reporting:

  • Gather and analyze customer feedback to identify trends and areas for improvement.
  • Prepare and present reports to senior management on customer satisfaction metrics, operational performance, and process improvements.

Qualifications:

  • Bachelor’s degree in Business Administration, Customer Service Management, or a related field. Additional certifications or advanced degrees in relevant disciplines may also be advantageous.
  • Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology.
  • 5+ years of experience in customer service management.
  • Demonstrated success in implementing customer service strategies and enhancing service quality.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach.

Benefits:

  • Competitive wages
  • Comprehensive benefit package Medical, Dental, Vision
  • 401K
  • Life Insurance
  • Paid Vacation and Sick Time
  • Career plan
  • Recognition programs
  • Professional development learning
  • An exceptional work environment
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Manager of Operational Excellence • City Of Industry

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