Digital Support Experience Manager

6 days ago


Oak Brook, Illinois, United States The Chamberlain Group Inc Full time
Job Title: Digital Support Experience Manager

Chamberlain Group is seeking a highly skilled Digital Support Experience Manager to lead our Digital Support team. As a key member of our Customer Experience organization, you will be responsible for establishing and executing the Digital Support strategy across all Digital and non-Digital channels.

Key Responsibilities:
  • Lead the Digital Support team to achieve quarterly OKRs in collaboration with the Customer Experience team.
  • Define and execute the Self-Service and Customer Technical Support strategy across Digital and non-Digital channels.
  • Establish quantitative and qualitative measures to track performance and collect insights to inform and optimize the customer experience.
  • Oversight and optimization of priority KPIs including self-serve rate across all Digital and non-Digital Support experiences.
  • Lead Support team and drive day-to-day operational enhancements and business initiatives through effective project management techniques.
Requirements:
  • BS/BA degree in Marketing, Digital Technology, or related field.
  • 6+ years management of Customer Support/Customer Experience platforms and programs.
  • 3+ years of experience in B2B CRM strategy development, program management, and optimization for multiple end-user segments.
  • Database management including segmentation, personalization, data structure, and platform integrations.
  • Managing integrated marketing programs across multiple Digital Channels.
What We Offer:
  • A dynamic and collaborative work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

Chamberlain Group is an Equal Opportunity Employer and welcomes applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application today.



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