Manager, Customer Experience Operations

Overview

The Manager, Customer Experience Operations will directly manage a team of technical personnel working onsite at your customers’ locations, provide technical leadership, and to help ensure that end users are receiving efficient and timely technical support. The Manager, Customer Experience Operations will be instrumental in developing processes and procedures relating to the operation of Customer Experience; identification, prioritization, and resolution of end user help requests, including the monitoring, reporting, and coordination of Service Delivery functions. The Manager, Customer Experience Operations will work to ensure that end users are receiving the BEST service they have ever experienced by equipping the Customer Experience Operations Team (CXO) to be successful.

Responsibilities

· Assist the Senior Manager of Customer Operations by the supervision of onsite personnel including, but not limited to, setting expectations, training, performance evaluations, career development, hiring, and disciplinary action.

· Analyze performance of customer support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction.

· Participate in CXO Management Meetings.

· Ensure day to day operations of the onsite team members.

· Develop processes and procedures that drive consistency in operation.

· Assist in the facilitation of Customer Escalation Requests.

· Prioritize workload for CXO and individual members as necessary.

· Complete weekly/monthly reporting.

· Effectively and consistently communicate issues and ongoing operations with Management Team and other departments.

· Provide Technical Leadership to junior System Administrators, Helpdesk Specialists, etc.

· Lead daily/weekly technical meetings, as necessary.

· Any other task or duty as assigned or required.

Qualifications

· REQUIRED

o At least two years of proven management, leadership, or coaching experience required.

o At least five years of proven technical experience relevant to the Onsite Support team required.

o Experience in the development and continuous improvement of processes and procedures required.

o Experience developing teams and collaborative environments required.

o Willingness and ability to travel 5%-10% of the time required.

 

· PREFERRED

o Industry recognized certifications that are relevant to the following:

•  ITIL, Six Sigma, COBIT, or other IT Frameworks
•  Industry standard Service Desk certifications / memberships (ex. HDI)
•  A+, Network+ Certifications
•  MCP, MCITP, MCSA, MCSA Certifications

o Proven experience with the following technologies:

•  Windows 10, Window 11, MacOS
• Windows Server
• Active Directory
• Office 365
• Microsoft Office Suite
• Azure
• Citrix XenApp, Citrix XenDesktop
• VMware

 

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: Must be able to sit for long periods and use computer keyboard and/or mouse while viewing computer screen. Must be willing to work flexible schedule, which will include nights and weekends.

This is a brief description of the Manager, Customer Experience Operations responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 2/2024