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Customer Experience and Solutions Manager/Director

2 months ago

Atlanta, Georgia, United States Human Resource Dimensions Full time
About the Role

We are seeking a highly skilled Customer Experience and Solutions Manager/Director to join our team at Human Resource Dimensions. As a key member of our organization, you will be responsible for owning the customer solutions call center function and contributing to the development and improvement of our client's overall customer experience.

Key Responsibilities
  • Own and manage the customer solutions call center function, ensuring seamless customer interactions and experiences.
  • Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
  • Collaborate with cross-functional teams to design and implement customer-centric solutions, including phone, chat, AI bots, and automation.
  • Analyze customer data and feedback to identify trends and areas for improvement.
  • Develop and implement process improvements to increase efficiency and reduce costs.
  • Lead and manage a team of customer experience professionals, providing guidance and support to ensure successful project delivery.
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and internal teams.
Requirements
  • Bachelor's degree in Engineering, Business, or Finance required.
  • MBA with a focus on Operations highly desirable.
  • At least 10 years of experience in distribution operations and management positions.
  • Strategic mindset and bias to action, with a focus on using technology to drive solutions.
  • Proven track record of delivering high-performance operating results in a growing business.
  • Strong mathematical modeling skills and keen understanding of financial planning, management, and reporting.
  • Demonstrated ability to lead people and achieve results through others.
  • Experience with problem analysis and resolution, with a proven track record of continuous improvement.
  • Experience with Total Quality Business Excellence and business process management with Customer Solutions.
  • Experience with project management, including planning, time management, leadership, and communication.