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Customer Experience Operations Manager
4 months ago
Are you right for this role?The CX Operations Manager role is ideal for someone who thrives on curiosity, problem-solving, and teamwork. They possess strong communication skills and believe that no idea is too small. If you are passionate about serving both internal and external customers, deriving joy from wearing multiple hats in a fast-paced environment, having fun, and engaging with others this might be the perfect fit
Key Responsibilities:
Customer Experience:
- Oversee the performance of the customer service team, providing feedback, coaching, and support as needed.
- Develop and implement strategies to enhance customer interactions across various touchpoints and channels, driving customer retention and satisfaction.
- Analyze customer feedback, surveys, and data to identify pain points and implement improvement strategies, continuously improving the customer journey.
- Implemented and managed customer experience technologies and tools as the expert and primary cross-functional resource for platforms such as Building Engines, Prism, and Customer Experience Apps.
- Identify and address inefficiencies in processes and workflows, collaborating with stakeholders to streamline operations and improve efficiency. This includes tracking and organizing customer interactions, best practices, and service standards.
- Lead project management initiatives and rollouts to markets, ensuring smooth implementation and execution of strategic initiatives while driving continuous improvement.
- Serve as a central point of contact for communication between field teams and corporate, disseminating information, updates, and directives in a clear and timely manner, fostering a culture of open communication and collaboration.
- Oversee national contracts, ensuring efficiency and cost-effectiveness for markets and corporate operations.
- Develop training programs and resources to equip employees with the skills and operational knowledge needed to thrive in a customer-centric organization.
- Collaborate with cross-functional teams to align customer experience efforts with business goals, gathering insights and streamlining efforts across departments.
- Foster a culture of continuous learning and growth, promoting professional development opportunities for team members.
- Bachelor's degree in business administration, Communications, Hospitality, or related field.
- Minimum of 5 years of experience in customer experience management, operations management, or related roles, with proven leadership experience.
- Strong communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
- Demonstrated experience in project management, process optimization, and change management.
- Strategic thinker who can analyze data, identify trends, and develop actionable insights to drive continuous improvement.
- Experience in managing vendor relationships and procurement activities is desirable.
- Knowledge of the commercial real estate industry and/or property management is a plus.
- High level of attention to detail and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Proven leadership skills, with the ability to motivate and develop a team.
- Ability to work collaboratively across departments and functions, fostering a culture of teamwork and collaboration.
- Exceptional problem-solving abilities and strategic thinking, focusing on continuous improvement and innovation.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Work is of a general office nature. While performing the duties of this job, the employee is regularly required to talk, hear, and see; required to use arms and hands to reach and handle; typing on computer.
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)
