Customer Experience Center Manager

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

As a Customer Experience Center Manager, you will be responsible for overseeing the daily operations and enhancing the client experience at Kyndryl’s new customer experience center located at the beautiful One Vanderbilt, a 73-story skyscraper at the corner of 42nd Street and Vanderbilt Avenue in the Midtown Manhattan neighborhood of New York City.   

In this role, you will ensure that all customer interactions are handled efficiently and effectively. This role involves coordinating with C-Suite offices for managing executive visits (including pre- and post-event management) with both clients and vendors, fostering a positive environment, and creating an engaging environment for customers. Events will be both day and evening and of sizes ranging from small Board to specific client dinners to large cocktail receptions. 

Essential Skills, Duties & Responsibilities:  

• Manage Daily Operations:  Oversee the day-to-day activities of the Customer Experience Centre, ensuring smooth and efficient operations. 

• Customer Interaction:  Engage with c-suite to understand their needs prior to event date, anticipating concerns during their visit to provide exceptional service.   Interact with external and internal customers with flexibility while ensuring the experience processes are respected and the appropriate equipment and resources are provided. 

• Event Management:   Plan, coordinate, and execute events and visits, ensuring they run smoothly and meet customer expectations.  Facilitate agenda, presenters, and action items throughout events.   Provide unique and intimate experience for clients, representing the Kyndryl brand. 

• Collaboration:   Work closely with other departments (e.g. IT) to ensure a cohesive approach to customer service and event management. 

• Vendor:  Schedule and manage the core suppliers to deliver the services with the highest touch for our hosted clients and promote the site as a premium venue for client engagement and entertainment. 

• Reporting:   Prepare and present regular reports on center performance, and event outcomes. 

Your Future at Kyndryl 

Every position at Kyndryl offers a way forward to grow your career, from Junior Administrator to Architect.  We have training and upskilling programs that you find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms.  One of the benefits of Kyndryl is that we work with customers in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.