Customer Experience Management Supervisor

6 days ago

Scottsdale, Arizona, United States Arrivia, Inc. Full time
About This Job:

The Customer Experience Management Supervisor provides leadership and support to the Quality Experience Management (QEM) and Customer Experience Management (CEM) team members, ensuring that the workload assigned to each team member can be reviewed and that coaching, development, and recognition are being provided consistently, for the better functioning of each individual and the collective.

Key Responsibilities:

  • Leads CEM & QEM team members by example, demonstrating utmost commitment, quality, and passion in everything they do.
  • Actively coaches and develops every member of the team, helping each individual reach their professional and personal goals, as well as plan for succession.
  • Manages all CEM & QEM team members, including attendance, punctuality, productivity, quality, and adherence to departmental processes and guidelines.
  • Monitors, manages, and improves relevant Customer Experience Key Performance Indicators (KPIs) for the business.
  • Partners with business leaders to design evaluation forms and quality standards.
  • Provides trend data to business leaders and partners with them to further identify improvement opportunities at the area, department, or team level.
  • Uses data management systems (Encore & Medallia) to compile and track performance at the area, department, or team level.
  • Provides actionable data to various internal support groups as needed.
  • Participates in call calibration sessions.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Ability to manage multiple tasks simultaneously.
  • Displays superior judgment, exceptional organizational skills, and the ability to take the initiative to accomplish tasks.
  • Excellent verbal and written communication skills.
  • Develops, documents, and maintains processes (Standard Operating Procedures) for both QEM and CEM.
  • Works within timelines for various assignments.
  • Advanced problem-solving and critical thinking abilities sufficient to generate creative solutions.
  • Quality checks data records in accordance with established company processes and standards.
  • Identifies, recommends, and assists with the implementation of changes for improvement.
  • Consults with internal employees and proactively stays abreast of organizational changes, networking, and bridging gaps within Arrivia's areas.
  • Investigates data to identify process improvement opportunities.
Requirements:
  • 2+ years of performing duties that directly impact customer experience or quality experience.
  • 2+ years of call center experience or working within the leisure industry (preferred).
  • Experience with call monitoring systems.
  • Excellent multi-tasking, organizational, and prioritization skills.
  • Excellent attention to detail.
  • Strong written and verbal communication skills (including proficiency in spelling and grammar).
  • Strong interpersonal, verbal, and teamwork skills.
  • Self-directed and motivated, able to maintain productivity with minimal supervision.
  • Knowledge of OVS/MemberMaint Booking System (preferred).
Additional Benefits:
  • Exclusive Employee Travel Rates on Cruises, Resorts & Hotels, Tours, Car Rentals.
  • Medical Health Insurance.
  • Dental & Vision Coverage.
  • 401K Plan.
  • Long Term Disability & Life Insurance.
  • Pet Care Insurance.
  • Legal Insurance.
  • Flexible Spending Accounts (FSA).
  • Employee Assistance Program.
  • Dedicated Employee Enrichment & Recognition Programs.
  • Special local, dining, and merchandise offerings.
About Arrivia:

Welcome to Arrivia, Inc. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we're a merger of three powerhouse brands (in case you've heard of us in the travel industry) combining ICE, SOR Technology, and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We're focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We're on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

Our Core Values:
  • Stay Curious: Explore new challenges and make space to learn, grow, and improve.
  • Keep it Real: Earn trust through open, honest, and clear communication.
  • Own it: Seek ways to make an impact and take action.
  • Win Together: Create a culture of connection and inclusion where everyone can be their best.

  • Customer Experience Management Supervisor

    2 days ago

    Scottsdale, Arizona, United States Arrivia, Inc. Full time

    About This Job:The Customer Experience Management Supervisor provides leadership and support to the Quality Experience Management (QEM) and Customer Experience Management (CEM) team members, ensuring that the workload assigned to each team member can be reviewed and that coaching, development, and recognition are provided consistently for the better...

  • Service Supervisor

    3 days ago

    Scottsdale, Arizona, United States Albertsons Full time

    Job SummaryWe are seeking a highly skilled and experienced Service Supervisor to join our team at Albertsons. As a key member of our front-end operations team, you will be responsible for delivering exceptional customer service and ensuring a seamless shopping experience for our customers.Key ResponsibilitiesCustomer Service Excellence: Provide fast,...

  • Product Manager

    1 day ago

    Scottsdale, Arizona, United States Nextiva Full time

    Job DescriptionOverviewNextiva is seeking a highly skilled Product Manager to join our Developer Ecosystem Business Unit. As a Product Manager, you will contribute to the development and delivery of products that are essential for the success and growth of the Developer Ecosystem.Key ResponsibilitiesProduct Strategy: Define and communicate the product...

  • Lead Customer Service Supervisor

    2 weeks ago

    Scottsdale, Arizona, United States Bashas' Full time

    Lead Customer Service SupervisorBashas' is looking for a Lead Customer Service Supervisor to support the Store Team Lead in overseeing the front-end activities of a grocery establishment. The successful candidate will interact with patrons, manage cash registers, and guarantee exceptional customer service. Key responsibilities include fostering a positive...

  • Lead Customer Service Supervisor

    1 day ago

    Scottsdale, Arizona, United States Bashas' Full time

    Lead Customer Service SupervisorBashas' is looking for a Lead Customer Service Supervisor to support the Store Team Lead in overseeing the front-end operations of our grocery establishment. The successful candidate will interact with patrons, manage cash register operations, and guarantee exceptional customer satisfaction. Key responsibilities include...

  • Customer Service Operations Supervisor

    1 week ago

    Scottsdale, Arizona, United States Randstad Full time

    Job OverviewRandstad, in collaboration with a leading firm in the Financial Services sector, is on the lookout for a Customer Service Operations Supervisor.Contract Duration: Initial contract of 6-7 months.Work Arrangement: Hybrid schedule.Compensation: $31-42 per hour, depending on experience.Ideal Candidates Will Possess:Proven experience in leading and...

  • Customer Experience Representative

    2 days ago

    Scottsdale, Arizona, United States Brilliant Earth Full time

    About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Representative. As a key member of our sales team, you will be responsible for providing exceptional customer service and driving sales growth through personalized experiences.Key Responsibilities:Guide customers through the sales...

  • Front Office Supervisor

    4 days ago

    Scottsdale, Arizona, United States HYATT Hotels Full time

    About the RoleWe are seeking a highly skilled and experienced Front Office Supervisor to join our team at HYATT Hotels. As a Front Office Supervisor, you will play a critical role in ensuring that our guests receive exceptional service and have a memorable experience at our hotel.Key ResponsibilitiesLead Guest Experience: Supervise and coordinate the front...

  • Front Office Supervisor

    2 days ago

    Scottsdale, Arizona, United States HYATT Hotels Full time

    About the RoleWe are seeking a highly skilled and experienced Front Office Supervisor to join our team at HYATT Hotels. As a Front Office Supervisor, you will play a critical role in ensuring that our guests receive exceptional service and have a memorable experience at our hotel.Key ResponsibilitiesLead Guest Experience: Supervise and coordinate the front...

  • Customer Experience Representative

    6 days ago

    Scottsdale, Arizona, United States Brilliant Earth Full time

    About the Role:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Representative. As a key member of our sales team, you will be responsible for providing exceptional customer service and driving sales growth through personalized experiences.Key Responsibilities:Guide customers through the sales...

  • Front Office Supervisor

    1 week ago

    Scottsdale, Arizona, United States Hyatt Hotels Full time

    Job SummaryWe are seeking a highly skilled Front Office Supervisor to lead our guest services team and provide exceptional customer experiences. As a key member of our hotel operations team, you will be responsible for supervising front office staff, managing guest registrations, and ensuring seamless communication of hotel services and promotions.Key...

  • Retail Store Manager

    6 days ago

    Scottsdale, Arizona, United States Eileen Fisher Full time

    **Job Summary:**We are seeking a highly motivated and experienced Assistant Store Leader to join our team at Eileen Fisher. As a key member of our retail leadership team, you will be responsible for driving sales growth, delivering exceptional customer service, and leading a high-performing team of sales associates.**Key Responsibilities:**Develop and...

  • Customer Assurance Manager

    2 weeks ago

    Scottsdale, Arizona, United States Taylor Morrison Full time

    Position OverviewAs a Regional Warranty Supervisor at Taylor Morrison, you will play a crucial role in overseeing the warranty department within our organization. Your responsibilities will include:Team Leadership: Leading and mentoring the warranty team to ensure optimal performance and professional growth.Customer Relations: Building and maintaining strong...

  • Customer Experience Ambassador

    6 days ago

    Scottsdale, Arizona, United States Nextiva Full time

    About the RoleWe are seeking a highly motivated and results-driven Business Development Representative to join our team at Nextiva. As a Business Development Representative, you will play a critical role in identifying and qualifying sales opportunities, building relationships with prospective customers, and driving revenue growth.Key...

  • Customer Experience Liaison

    4 days ago

    Scottsdale, Arizona, United States National Kitchen + Bath Association Full time

    **About Us**National Kitchen + Bath Association is a leading organization in the industry, with a strong reputation for excellence. Our company has been a worldwide leader in providing top-quality products and services to our customers.**Job Summary**We are seeking a highly skilled and dedicated Customer Experience Associate to join our team. As a Customer...

  • Customer Experience Specialist

    4 days ago

    Scottsdale, Arizona, United States Ingram Micro Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Specialist. As a key member of our sales team, you will play a critical role in delivering exceptional customer experiences and driving business growth.Key ResponsibilitiesDevelop and maintain strong relationships with customers and...

  • Customer Experience Specialist

    6 days ago

    Scottsdale, Arizona, United States Comoto Full time

    About the Role:We are seeking a highly motivated and customer-focused Sales Associate to join our team at Comoto Holdings. As a Sales Associate, you will be responsible for providing an exceptional shopping experience and delivering outstanding customer service to our customers.Key Responsibilities:Provide every customer with a great experience, maintaining...

  • Customer Experience Specialist

    6 days ago

    Scottsdale, Arizona, United States Firehouse Subs Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team at Firehouse Subs as a Team Member. As a key member of our team, you will be responsible for delivering an exceptional customer experience and ensuring the highest standards of product and service quality.Key ResponsibilitiesCustomer Service: Greet and thank...

  • Accounts Management Supervisor

    2 weeks ago

    Scottsdale, Arizona, United States CEMEX S.A.B. de C.V. Full time

    Job OverviewThe Accounts Management Supervisor is tasked with promoting CEMEX's range of products while serving as a representative of CEMEX in the industry. Key Responsibilities- Oversee and enhance the profitability of assigned accounts.- Cultivate and sustain strong relationships with clients.- Strategically develop account plans to maximize sales...

  • Bar Operations Manager

    3 days ago

    Scottsdale, Arizona, United States HCW Management Consultants LLC Full time

    Job SummaryThe Bar Supervisor is a key member of the HCW Management Consultants LLC team, responsible for ensuring the bar is a comfortable and welcoming space for customers. This role assists the bar manager in overseeing the bar's operations, preparing and serving beverages, and maintaining a clean and well-stocked environment.Key ResponsibilitiesGreets...