Manager, Member Experience
Sorry, this job was removed at 11:02 a.m. (MST) on Saturday, December 15, 2018
By clicking Apply Now you agree to share your profile information with the hiring company.
Summary/Objective:
The Director of Member Experience will be a high energy leader that can drive operational excellence to achieve high revenue growth. This person will be passionate to deliver world-class support efficiencies and customer service with every interaction.
Essential Functions:
- Lead, guide and support a team of Member Experience representatives
- Set, Monitor and Improve Known Performance Indicators (KPI’s) for a team of Member Experience Specialists
- Analyze current system capabilities and improve use of technology to drive efficiencies in service delivery
- Solicit regular internal and external customer feedback to lead continuous process improvement projects and processes to optimize business and create loyalty from customers
- Monitor inbound and outbound client communications to ensure adequate staffing levels and caseloads
- Refine training and onboarding of new Member Experience representatives
- Identify opportunities for enhanced service delivery
- Drive the ongoing development of a customer service culture, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors
- Advise the Leadership team on member experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes
- Collaborate with Product and Technology teams to drive scalability and efficiency
- Develop roadmap and execution plan to deliver required goals
Competency:
- Experience with design, development, and implementation of new processes, systems, and technology driving a better customer experience
- Experience setting up Key Performance Indicators (KPIs) and utilizing collected data to impact responsiveness, quality, productivity and overall customer satisfaction
- Must take ownership, be proactive, inspire others, have bias for action, and be a self-starter
- Must be a leader, builder and influencer
- Enthusiastic problem solver
- Outstanding communication, interpersonal, and cross-functional collaboration skills
- Strong organizational and planning skills while being highly adaptable to change
Required Education & Experience:
- BS/BA Degree in Business (or equivalent work experience)
- 5+ years of customer service experience
- 2+ years of customer service management experience
- Experience with Salesforce and other analytics tools is a plus
- Experience at start-ups or rapidly growing companies is a plus
- Experience with call centers is a plus
Supervisory Responsibilities: Member Experience Team.
Travel: Less than 5% expected.
Read Full Job Description