Customer Experience Program Manager
14 hours ago
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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