Manager, Customer Experience Operations

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Oversee programs, processes, and technological solutions that enhance customer interactions and service delivery.

• Manage business processes that support the implementation of Salesforce Service Cloud.

• Collect operational requirements and design standardized workflows.

• Collaborate with terminal and corporate stakeholders to coordinate solutions.

• Facilitate enhancements and ongoing support for customer experience platforms.

• Drive improvement initiatives that address service gaps and optimize operational processes.

• Oversee enhancements to customer onboarding practices across various channels.

• Convert customer feedback, interaction patterns, and operational data into actionable insights.

• Identify training needs and assess improvement outcomes.

• Coordinate requirements, deliverables, and implementation activities with Customer Service, Operations, Sales, Information Technology, Quality, Claims, Billing, and additional stakeholder groups.

• Supervise assigned employees by setting performance expectations, providing coaching and feedback, evaluating performance, and fostering professional growth.

⛳️ Requirements

• A bachelor's degree in business administration, operations management, or a related field is preferred.

• Minimum of 5 years of progressive experience in customer experience or customer operations, including managing or supervising a team.

• Experience within the transportation or logistics sector.

• Knowledge of implementing and managing Salesforce Service Cloud in a decentralized setting.

• Familiarity with Voice of Customer (VOC) survey tools.

• Experience with performance analytics programs.

• Capability to remain stationary for long periods while working at a desk or computer.

• Frequent use of hands and fingers for typing, handling documents, and operating office equipment.

• Occasional lifting and carrying of office materials or boxes weighing up to 25 lbs.

• Adequate vision and hearing abilities (with or without correction).

• Occasional movement, bending, and reaching required for office tasks or meetings.

• Some travel may be necessary, including overnight trips.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Support for professional development.

• Coaching and feedback opportunities.

• Performance evaluations and opportunities for career advancement.