Sr. Manager - Customer Experience
Job Description:
This critical customer facing role manages a team of the customer experience representatives to operationalize customer requirements and provide a program management approach to meet customer needs proactively
What You’ll Be Doing:
- Manages team, resources and interfaces with other teams to ensure operational services to customers and business team.
- Meets or exceeds internal & external customer services levels and operational KPIs.
- Develops and implements service and team strategy plans and goals in collaboration with other teams/customers.
- Talent development, coaching & training of team.
- Review business performance metrics, provides governance and resolution support.
- Implement and drive documentation and reporting of key metrics and results.
- Proactively understands customers requirements and designs, plans and executes on supply chains to meet the defined requirements.
- Improves on time delivery (OTD) performance to customer request dates through sustainable improvements in people management, processes and technology adaptation.
- Drive system improvements working with our IT and project teams to be able to get maximum utilization for our existing customers
- Project manage changes to customer requirements – such as, changes in documentations, inventory holding, etc.
What We Are Looking For:
- 12+ years of related experience with a 4 year degree or 8 years and an advanced degree or equivalent related experience
- Strong presentation skills and the ability to meet with and present to leadership required
- Project management certification / training a plus
- Continuous improvement methodology training, certification, or knowledge a plus
- Accountability, taking initiative, and reacting under pressure are some of the key competencies required for this role.
What’s In It For You:
At Arrow, we are driving innovation and choice by offering employees a variety of benefits designed to keep you and your family physically and financially healthy.
Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Paid Time Off
- Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
- Growth Opportunities
- Short-Term/Long-Term Disability Insurance
- And More!
Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)