Senior Voice of Customer Triage Engineer

3 weeks ago

Hopkins, Minnesota, United States Genesis10 Full time
Job Description:

Genesis10 is seeking a highly skilled and experienced professional to join our team as the Lead for our Voice of Customer team. The successful candidate will have a background in software development and be able to leverage technology and data to enhance our Voice of Customer capabilities and deliver actionable insights.

Key Responsibilities:
  • Lead and manage the Voice of Customer team
  • Analyze issues reported in VOC channel
  • Continuously improve Voice of Customer processes, tools, and methodologies to enhance efficiency and effectiveness
  • Prepare and present VOC status reports and issue trends with relevant data to leadership periodically
  • Collaborate with scrum teams to integrate customer feedback into the development process, ensuring that customer insights are effectively translated into product enhancements
Required Basic Qualifications:
  • Strong analytical skills with the ability to interpret data, identify trends, and provide actionable insights
  • Proven experience in software development, with at least 3+ years of experience in a development role
  • Quickly analyze and resolve any code issues while handling customer comments
  • Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner
  • Demonstrated leadership abilities, with experience in leading and managing a team
  • Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously
  • Passion for delivering exceptional customer experiences and driving customer satisfaction
Benefits of Working with Genesis10:
  • Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
  • The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
  • Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
  • Behavioral Health Platform
  • Medical, Dental, Vision
  • Health Savings Account
  • Voluntary Hospital Indemnity (Critical Illness & Accident)
  • Voluntary Term Life Insurance
  • 401K
  • Sick Pay (for applicable states/municipalities)
  • Commuter Benefits (Dallas, NYC, SF)
  • Remote opportunities available

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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