Customer Experience Manager

4 weeks ago


Dobbs Ferry, New York, United States Quorum Full time
Overview

Quorum Federal Credit Union is a leading financial services organization that combines over 90 years of trusted experience with innovative technology-driven solutions. As a nationally recognized employer of choice, we attract and develop top talent, empowering our team to drive the organization forward. We're a human-centered company, committed to creating a positive and enriching work experience while supporting the personal and professional growth of our employees.

Job Description

The Customer Experience Manager - Digital Transformation is responsible for overseeing the day-to-day operations of the Contact Center and delivering exceptional customer service to our members while also delivering outstanding internal service to fellow employees. This role provides customer service and uses consultative sales techniques to retain members and build member loyalty. The Customer Experience Manager is directly responsible for the member experience through the Credit Union's alternate delivery channels, which includes phone, web, and e-mail. This position will support our Contact Center Strategy and collaborate with cross-functional groups as a subject matter expert, on initiatives to improve customer satisfaction, enhance self-service digital experiences, optimize digital channel interactions, as well as drive customer retention and sales growth opportunities. This position is responsible for adherence to all Credit Union policies, procedures, and compliance requirements, as well as ensuring that staff is well-trained, supported, and organized for maximum effectiveness.

Key Job Responsibilities and Accountabilities

  1. Effective Management of Compliance and Operations: Responsible for effectively overseeing Contact Center functions, including effective management of compliance to and monitoring of assigned controls, policies, and procedures by self and the department.
  2. Customer Service and Sales: Ensures SLAs are met for all contact center interaction channels and productivity goals are monitored with action plans as needed. Maintains efforts to increase volume in consumer loans, deposit products, and additional services to increase the Member relationship.
  3. Leadership and Development: Prepares action plans for achieving Member Service Center sales initiatives and goals while maintaining quality member service. Oversees the Member Service Center security program, including training and updating staff on security measures and operating equipment.
  4. Team Management: Effectively supervises Contact Center employees, ensuring optimal performance. Possesses the ability to express ideas simply, clearly, and directly, having excellent presentation skills, being comfortable speaking before groups, and keeping others well-informed.
  5. Change Management: Identifies probable future scenarios that may impact the company, can anticipate the future needs of the company, and have the ability to develop strategies that can mitigate risks and capitalize on business opportunities.
  6. Performance Management: Completes and communicates Performance Review and Individual Development Plans for each direct report by predetermined deadlines. Manages low performers and rewards top performers.
  7. Project Management: Functions as a project lead or business analyst role on departmental and/or organizational projects. Contributes expertise in his/her assigned area, executes deliverables, and ensures that the project team completes deliverables as outlined based on the project scope and business requirements.


Job Requirements, Competencies, and Skills

  1. Education: Bachelor's degree in a related field preferred - will consider experience in lieu of degree.
  2. Experience: Minimum of four years' demonstrated experience managing a contact/call center environment with subject matter expertise in customer experience, contact channel management, and broad understanding of data analytics in driving business outcomes.
  3. Skills: Demonstrated experience with operating Digital Contact Center platform solutions with key features such as chatbots, live chat, SMS, and CCaaS call center ACD Queues and reporting analytics tools. Possess a digital contact center experience skillset that understands how to enable these tools to provide a better member experience.
  4. Leadership: Three plus years' experience in a supervisor role managing direct reports and department staff. Proven ability to hire, retain, and grow a talented workforce. Able to lead a team and identify and enhance skills to support business changes. Manage and communicate goals, objectives, tasks, coaching, and performance development. Ability to manage a remote workforce.


Salary and Benefits

The estimated salary for this position is $92,500 annually, based on industry standards and location. Benefits include medical, vision, dental, retirement benefits, and paid time off (PTO).

  • Dobbs Ferry, New York, United States Stop & Shop Full time

    At Stop & Shop, we foster an inclusive culture where diversity is celebrated and every associate feels valued.We work collaboratively to break down barriers, prioritize customer satisfaction, and demonstrate our care for customers, communities, and colleagues.Our mission is to help customers achieve small wins every day by providing exceptional services and...


  • Dobbs Ferry, New York, United States Martine Center Full time

    Senior Rehabilitation Nursing ManagerMartine Center, a renowned rehabilitation and skilled nursing facility in White Plains, NY, is seeking a seasoned Senior Rehabilitation Nursing Manager to join our team. With a commitment to providing exceptional care and a warm, nurturing environment, we strive to maintain the dignity and independence of each...


  • Dobbs Ferry, New York, United States The Children's Village Full time

    Job DescriptionPosition Overview:The Care Management Supervisor at The Children\u0027s Village oversees and supports the work of the agency\u0027s Care Managers, ensuring services are provided to clients consistent with regulatory and programmatic standards, agency values, and best practices. This role works closely with the Director and QA Coordinator to...


  • Dobbs Ferry, New York, United States Mercy University Full time

    Job Summary: We are seeking a highly skilled Service Desk Specialist to join our team at Mercy University. As a Service Desk Specialist, you will be the first point of contact for customers submitting requests or reporting problems or incidents.Key Responsibilities:Answer telephone calls to the Mercy IT Help Desk and work with customers to identify problems...


  • Dobbs Ferry, New York, United States Quorum Full time

    Job DescriptionQuorum Federal Credit Union is a modern financial services organization that blends over 90 years of trusted experience with innovative, technology-driven solutions. As a nationally recognized employer of choice, we attract and develop top talent, empowering our team to drive the organization forward.Job SummaryWe are seeking a temporary...


  • Dobbs Ferry, New York, United States Mercy University Full time

    Job SummaryMercy University is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical assistance and support to faculty, staff, and students to resolve technical issues and improve their overall experience.Key ResponsibilitiesProvide technical support and assistance to end-users to...


  • Dobbs Ferry, New York, United States GardaWorld Full time

    Job Title: Campus Mobile Patrol Security OfficerGardaWorld is seeking a highly skilled and dedicated individual to join our team as a Campus Mobile Patrol Security Officer. As a key member of our security team, you will be responsible for maintaining a safe and secure environment on campus.Key Responsibilities:Observe and survey the area to identify...

  • Executive Chef

    4 weeks ago


    Dobbs Ferry, New York, United States Chartwells Higher Education Full time

    Job SummaryAs a key member of the Chartwells Higher Education team, the Executive Chef will oversee kitchen operations, ensuring a safe and sanitary work environment for staff. This role involves preparing or directing the preparation of meals in accordance with corporate programs and guidelines.Key Responsibilities:Menu Planning: Develop and implement...

  • Youth Counselor

    1 month ago


    Dobbs Ferry, New York, United States The Children's Village Full time

    Job OverviewThe US Youth Specialist is a critical role at The Children's Village, responsible for providing emergency counseling, initial case management, and day-to-day supervision and monitoring of Unaccompanied Alien Children (UAC) sent to the US Program.Key Responsibilities:Provide emergency counseling and initial case management to UACSupervise and...

  • Clinical Therapist

    4 weeks ago


    Dobbs Ferry, New York, United States The Children's Village Full time

    Job DescriptionPosition Overview:The Family and Individual Therapist is responsible for providing clinical treatment to youth in the program. They work alongside the Integrated Treatment Model (ITM) team, supporting and carrying out the functions of the model to best serve the population.The therapist demonstrates a nonjudgmental approach, focusing on skill...


  • Dobbs Ferry, New York, United States The Children's Village Full time

    Job DescriptionAt The Children's Village, we are seeking a highly skilled Bilingual Learning Specialist to join our team. The ideal candidate will have a bachelor's degree in communications, education, psychology, or a related field, and a minimum of 2 years' experience in training, group facilitation, presentation experience, or instructional design.The...

  • Assistant Controller

    4 weeks ago


    Dobbs Ferry, New York, United States Mercy University Full time

    Job SummaryThis position provides support to the Controller's office on a day-to-day basis, overseeing and supervising daily cash functions, maintaining wires files, and liaising with the Students Accounts Department. The ideal candidate will have a strong knowledge of general accounting, detail-oriented analytical and arithmetical skills, and proficiency in...

  • Assistant Controller

    4 weeks ago


    Dobbs Ferry, New York, United States Mercy University Full time

    Job SummaryWe are seeking a highly skilled and experienced Assistant Controller to join our team at Mercy University. The successful candidate will provide administrative support to the Controller's office, overseeing daily cash functions, supervising staff, and ensuring timely reconciliation of accounts.Key Responsibilities:Oversee and supervise daily cash...


  • Little Ferry, New Jersey, United States Apera AI Full time

    We are seeking a seasoned Senior Customer Success Manager to lead our Customer Success team and drive growth in this critical function.The ideal candidate will have a proven track record of managing high-touch customer success programs, building and leading high-performing teams, and developing strategic plans to drive customer satisfaction and retention.Key...


  • Little Ferry, New Jersey, United States Varsity Tutors, a Nerdy Company Full time

    About the RoleWe are seeking a highly experienced and dynamic Head of Institutional Customer Success to lead our Varsity Tutors for Schools team. This critical senior leadership role will be responsible for leading an institutional customer success division and playing a pivotal part in expanding our institutional business and maximizing team performance.Key...


  • Little Ferry, New Jersey, United States Scorpion Full time

    About UsScorpion is a leading provider of technology and services that help local businesses thrive. We achieve this by assisting customers in understanding local market dynamics, maximizing their marketing efforts, and delivering exceptional customer experiences. Our tools help customers comprehend marketing, competitors, and customers. We offer a unique...


  • Little Ferry, New Jersey, United States Wingstop Restaurants Full time

    Delivering World Class ServiceAs a Guest Service Team Member at Wingstop, you will be responsible for:Acting as the face and voice of Wingstop to all guestsProviding guests with authentic, positive, and genuine experiencesInteracting with guests by greeting them, answering the phone, taking and delivering ordersKey Responsibilities:Deliver exceptional...

  • Hospice Nurse Manager

    4 weeks ago


    Little Ferry, New Jersey, United States VNA Health Group Full time

    VNA Health Group is seeking a skilled Hospice Nurse Manager to oversee the delivery of high-quality hospice services. The ideal candidate will have a strong background in oncology and palliative care, with excellent leadership and communication skills.Responsibilities:Mission Alignment: Demonstrates commitment to the organization's mission by striving for...


  • Little Ferry, New Jersey, United States Legion Technologies Full time

    Job OverviewAs a Senior Implementation Consultant at Legion Technologies, you will lead the evolution of our implementation methodology, learning from our experiences and ensuring that our Consultants are achieving a level of consulting certification that promotes the goals of our customers, as defined within a statement of work. This role is focused on...


  • Little Ferry, New Jersey, United States Schwan's Full time

    Job DescriptionWe are seeking a skilled Corporate Account Manager to join our team at Schwan's Company. As a key member of our sales team, you will be responsible for maximizing contracted revenue and driving business growth in the non-commercial food service market.Key Responsibilities:Manage customer relationships and provide exceptional service to...