Customer Experience Program Manager

14 hours ago


San Francisco, California, United States Recology Full time

About the Role:

This is a hybrid role that supports the organization's customer experience function, evaluating existing business processes to identify and execute improvement initiatives.

Key Responsibilities:

  • Assists with leading cross-functional initiatives to enhance the overall customer experience.
  • Collaborates with Communications on website enhancements, social media, and internal/external communications.
  • Partners with the Operations Team to ensure proper customer service communication.
  • Continues to improve and roll out initiatives with Talk Desk.
  • Monitors customer service KPIs and communicates progress to stakeholders.
  • Collaborates with learning and development on training development, training rollouts, and process improvement.
  • Develops and implements comprehensive customer experience strategies with sites throughout the company.
  • Analyzes customer surveys to improve customer experience.
  • Assists with strategic planning and execution of the customer experience vision and goals.
  • Drives innovation in customer experience by leveraging customer insights, market trends, and emerging technologies.
  • Travel is required.

Requirements:

  • Six years of experience in customer service within the resource recovery or related industry.
  • Ability to work as part of a team.
  • Strong communication skills.
  • Collaborative relationship building skills.


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