Customer Experience/Quality Manager

Position Purpose:

The CX Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative new program designed to assist clients with transportation challenges. The emphasis is on building an environment that is supportive of a Best-in-Class client centric culture and ensures Guides incorporate our core values into their daily job responsibilities. The CX Manager will manage and develop the CX Apprentice/Analysts/ Lead/Supervisor. The CX Manager will support Operations leadership by identifying and communicating performance opportunities, reporting metrics, supplying status, and addressing quality issues with action plans. This role will coordinate all internal/external client satisfaction awareness and measurement programs. The CX Manager will act as key liaison within the quality team, client partners, operations, and numerous stakeholders.

Duties and Responsibilities:

1. Oversees call center quality assurance programs.
2. Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct found issues.
3. Drive strategic vision across multiple locations and programs to align and drive a unified customer experience and efficient Quality Assurance process (including sharing best practice across business units).
4. Primary champion and executor of quality and service excellence in addition to business process improvements that enhance the customer experience
5. Drive changes to increase customer satisfaction, efficiency, and increase agent success rates
6. Demonstrate deep understanding of business goals, identify performance gaps, and recommend efficient solutions
7. Provide leadership and structure to a high performing Quality team to accomplish service quality objectives
8. Execute programs and demonstrate leadership that enhances employee job satisfaction, support employee retention, productivity, profitability, and customer satisfaction (including rewards and recognition)
9. Implement, oversee and maintain the quality management platform, including ensuring timely system upgrades and enhancement requirements
10. Base quality control programs on department goals and metrics from quality monitoring data, training data and customer satisfaction surveys
11. Make independent operational decisions as necessary to align with department objectives
12. Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified
13. Address performance management issues as they are identified and administer performance reviews
14. Utilize Employee Survey results to enhance job satisfaction and employee retention

Minimum Qualifications:

• Have earned a Bachelor's/College Degree of any field.
• Must have at least 3 to 5 years of working experience in the related field is required for this position.
• Must be willing to work in SM Fairview Tower 4 site.