Customer Experience Planning and Integration Lead

2 days ago

Sacramento, California, United States Agile Global Solutions, Inc Full time
Job Summary

We are seeking a highly skilled and experienced Customer Experience Planning and Integration Director to join our team at Agile Global Solutions, Inc. As a key member of our organization, you will be responsible for championing customer experience and integration into our planning, designing, developing, and implementing customer-facing programs through channel engagement and other related operational functions.

Key Responsibilities
  • Provide management, direction, and accountability for championing customer experience and integration into planning, designing, developing, and implementing customer-facing programs through channel engagement and other related operational functions.
  • Direct teams in the strategic and operational planning of all customer-facing programs and coordinate the implementation of these programs across the Customer & Community Services (CCS) business unit and within other departments across the organization.
  • Manage the development of a program portfolio to meet the Board's Strategic Directives and provide a range of services to customers based on the customer segments' needs and wants.
  • Communicate in a variety of public forums and events with the public, business stakeholders, and community organizations to present and explain information and influence direction regarding our strategic and operational program development and delivery.
  • Supervise staff in prioritizing concepts and ideas, performing financial analysis, development risk and sensitivity scenarios, assessing potential markets, assessing customer acceptance and participation, conducting competitive assessments, researching technical feasibility issues and obstacles, and summarizing information for management issues that our products and customer service programs are optimally designed and implemented, meet customer needs, and provide customer benefit.
  • Broaden new products/services delivery channels by developing and maintaining constructive relationships with multi-party entities seeking to deliver new products/services via regional or national strategic alliances and wishing to utilize our endorsement and/or support in launching their own innovative products/services; act as a consultant on internal/external department projects by assisting with identifying project objectives, the project team, and delivering recommendations.
  • Provide financial acumen to enable overall financial management of the business unit, including cost management and budget development, implementation, and monitoring.
  • Assist in the development and maintenance of performance metrics to measure progress against performance targets and provide recommendations and implementation strategies to evaluate and achieve best practices.
  • Hire, train, direct, manage, and motivate a high-performance team to meet departmental goals and objectives; coach, guide, and evaluate the work of staff and provide development opportunities that increase staff expertise.
  • Keep abreast of developer customer experience trends, patterns, and issues; evaluate current trends and identify if existing policies or procedures should be modified to better serve our customer operations; monitor competitor services for impact to existing operations; and create solutions to business issues based on customer input and business strategies.
  • Perform other related duties as needed, including working outside of typical business hours when necessary.

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