CX25T1 Customer Experience Technical Manager

6 days ago

Columbus, United States Chemical Abstracts Service Full time
CAS uses intuitive technology, unparalleled scientific content and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 116 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.

Job Summary:

The Customer Experience Technical Manager is responsible for leading initiatives that drive operational efficiencies that enhance the customer experience. This role combines strategic planning, process improvement, and customer insights to create a seamless and superior experience for customers while optimizing business operations.

Job Accountabilities:
  • Process Improvement:
    • Lead and implement Lean Six Sigma projects to streamline processes, reduce waste, and improve efficiency.
    • Analyze current workflows and identify opportunities for improvement.
    • Develop and maintain standard operating procedures.
  • Customer Experience Enhancement:
    • Gather and analyze customer feedback to identify pain points and opportunities for improvement.
    • Develop strategies to enhance the customer journey and ensure a consistent, high-quality experience across all touchpoints.
    • Collaborate with other departments to implement customer-centric improvements.
  • Data Analysis and Reporting:
    • Utilize data analytics to monitor performance metrics and identify trends.
    • Prepare reports and present findings to senior management.
    • Use data-driven insights to guide decision-making and strategic planning.
  • Leadership and Collaboration:
    • Lead cross-functional teams to drive process improvements and customer experience initiatives.
    • Foster a culture of continuous improvement and customer-centricity within the organization.
    • Provide training and support to team members on Lean Six Sigma methodologies and customer experience best practices.
    • Coach and mentor less senior colleagues.
  • Strategic Planning:
    • Develop and implement long-term strategies for operational excellence and customer experience.
    • Align improvement initiatives with overall business goals and objectives.
    • Monitor industry trends and best practices to keep the organization at the forefront of operational and customer experience excellence.
  • Other Duties as assigned.

Qualifications:
  • Bachelor's degree in Business, Engineering, or a related field.
  • Lean Six Sigma Black Belt (Master Black Belt certification preferred.)
  • Proven experience in operational excellence, process improvement, and customer experience management.
  • Strong analytical skills and experience with data analysis tools.
  • Excellent leadership and project management abilities.
  • Strong communication and interpersonal skills.

Key Skills:
  • Process Improvement -Lean Six Sigma Black Belt
  • Customer Experience Management
  • Data Analysis
  • Leadership
  • Strategic Planning
  • Project Management
  • Change Management

CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Learn More

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