Senior Manager Customer Experience

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Wilmington, OH


<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong>

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Overview: <div>Working under the general supervision of the VP, Technology Integration Distribution Center (TIDC), relying on experience and judgment to plan and accomplish goals, the Sr. Manager, Customer Experience develops and executes an early-stage customer experience strategy that enables TIDC vision and accelerates growth by focusing on the interaction between our business and our customers. Responsible for the day-to-day operations of the customer experience (CE) at the TIDC. Executes the CE strategy with a focus on achieving key quality and productivity performance metrics for voice, teams and email channels. Manages the development, implementation, and execution of organization and customer experience efforts and related initiatives designed to enhance overall customer experience results, customer engagement, and retention.</div>
Responsibilities: <ul> <li>Developes and executes an early stage customer experience that meets or exceeds all customer service and performance metrics, including efficiency, quality and attrition goals, at the queue, center and tier levels</li> <li>Manages relationship with area leadership, primarily Customer Service/Customer Experience managers and vice presidents, to drive customer service, customer engagement and customer retention programs through the areas</li> <li>Champions a "People First" culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism</li> <li>Represents the needs of the customer and the CE organization on key corporate initiatives and coordinates successful project implementation</li> <li>Identifies specific areas of opportunity across the business for enhancing our customer experience.</li> <li>Obtains and understands customer analytics, diagnosing improving customer experience best practices across the organization and determines how to best leverage into the overall business</li> <li>Learns from best in class customer strategies where appropriate</li> <li>Manages end-to-end delivery of multiple key projects that will have a positive impact on churn targets</li> <li>Contributes to strategies that improve customer experience, account management and drive TIDC toward world class performance</li> <li>Champions change management and drives culture shift to customer focused organization</li> <li>Supports &amp; implements process changes and new technologies or systems into the field.</li> <li>Manages projects and project staff and has responsibility for progress and quality of work.</li> <li>Ensures performance management programs are executed and that goals are being met consistently.</li> <li>Develops project budgets, plans and strategies that support the Customer Experience goals.</li> <li>Identifies opportunities to create a competitive advantage for TIDC by differentiating in the marketplace with a customer-centric strategy.</li> <li>Listens to current customer issues. Puts key solutions in front of customers to stay ahead of their business, anticipate new needs and remain continuously relevant.</li> <li>Leverages data collected from customer interactions across all channels to yield insights into customer behavior and inform efforts to offer personalized, thoughtful and fruitful experiences at each touchpoint.</li> <li>Identifies opportunities for application of artificial intelligence, analytics, algorithms and other technology-enabled tools to profitably understand and predict customer needs and behaviors.</li> <li>Employees are required to be present at the approved work location in order to perform the functions of this position.</li> <li>Occasional travel may be required, less than six trips per year.</li> </ul> <div id="gtx-trans" style="position: absolute; left: -57px; top: 26.7639px;">&nbsp;</div>
Requirements: <div>Bachelor's Degree, or equivalent experience (at least 10 years), in Customer Service, Contact Center or similar area of study</div> <ul> <li>Contact center or customer service experience and remote management skills required</li> <li>Demonstrated comprehensive working knowledge of contact center operations, performance metrics and technology</li> <li>Strong interpersonal and relationship skills</li> <li>Analytical and problem-solving skills</li> <li>Strong project management skills; working knowledge of group infrastructure</li> <li>Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust</li> <li>Strong communication and presentation skills, both verbal and written</li> <li>Ability to influence change across internal teams, stakeholders, partners and leadership</li> <li>Capable of developing high-performing teams and building a strong talent bench</li> <li>Ability to effectively prioritize work and manage competing priorities</li> <li>Understands the customer journey end-to-end, including each customer, their environment (digital and physical), processes, tools and employee mind-sets s/he experiences.</li> <li>Technical: Lean manufacturing, Kaizen, Process Improvement, Six Sigma, Freight &amp; Distribution, Materials Management, Production Scheduling, ISO 9001:2015 Standards, OSHA</li> <li>IT Experience: Ability to integrate business and operations systems to an ERP solution, understanding of manufacturing IT systems and tools, confidence learning and adopting new technology and applications</li> </ul>