Manager, Customer Experience Process

Job Summary:

As the Manager of Customer Experience Process at Progressive Technology, you will lead the design, implementation, and continuous improvement of customer experience processes. Your role involves strategizing and overseeing customer interaction workflows to enhance satisfaction and loyalty. You will collaborate with cross-functional teams to ensure a seamless and exceptional experience for our clients.

Key Responsibilities:

• Develop and execute strategies to optimize customer experience processes and workflows.
• Lead and manage a team dedicated to customer service excellence.
• Analyze customer feedback and performance metrics to identify areas for improvement.
• Implement process enhancements to increase efficiency and customer satisfaction.
• Collaborate with other departments to ensure alignment of customer experience goals.
• Design and deliver training programs for staff to uphold high service standards.
• Monitor and report on key performance indicators (KPIs) related to customer experience.
• Handle escalated customer issues and provide effective resolutions.
• Stay updated with industry trends and best practices to continuously innovate customer experience strategies.

Required Skills and Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Proven experience in customer experience management or a similar role.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Proficient in using CRM systems and other customer experience tools.
• Exceptional communication and interpersonal skills.
• Ability to work independently and manage multiple projects simultaneously.

Experience:

• Minimum of 5 years of experience in customer experience management or a related field.
• At least 2 years of experience in a managerial role overseeing customer service processes.

Working Hours:

• Full-time position, with flexibility in working hours to accommodate global teams.

Knowledge, Skills, and Abilities:

• In-depth knowledge of customer experience best practices and methodologies.
• Ability to analyze data and derive actionable insights.
• Strong project management skills with attention to detail.
• Ability to lead and motivate a team towards achieving organizational goals.
• Skilled in conflict resolution and handling complex customer issues.

Benefits:

• Competitive salary.
• Comprehensive health and dental insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Flexible work arrangements.
• Professional development opportunities.
• Wellness programs and employee support services.

Why Join Us:

At Progressive Technology, we value innovation, collaboration, and excellence. As a Manager of Customer Experience Process, you will have the opportunity to make a significant impact on our customers’ satisfaction and loyalty. Join us to be part of a dynamic team that is dedicated to pushing the boundaries of customer service and achieving outstanding results.

How to Apply:

Interested candidates should submit their resume and a cover letter outlining their qualifications and experience to us with the subject line “Application for Manager, Customer Experience Process.” Applications will be reviewed on a rolling basis, and only shortlisted candidates will be contacted for an interview.