Customer Experience Manager (IVR and Chat)

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for a dynamic and experienced Customer Experience Manager to join our team. In this role, you will be responsible for designing and managing the end-to-end omni channel customer journey mapping and scripting for IVR and chat/Bot engagement channels. You will work closely with cross-functional teams, including Brand, Legal, product, and sales leadership to develop and execute data-driven strategies and A/B tests that improve the customer experience and self-service capabilities. You will also be responsible for defining reporting requirements and analyzing data to drive self-service and customer experience scores improvement. The ideal candidate has a track record of designing and implementing effective customer experiences, excellent project management skills, and experience in IVR and chat/Bot engagement channels. If you are passionate about creating exceptional customer experiences and have the skills and experience we are looking for, we encourage you to apply

As a Customer Experience Manager your responsibilities are: 

• Responsible for designing, monitoring and documenting the end-to-end omni channel customer journey mapping and scripting for IVR and chat/Bot engagement channels.
• Identifying opportunities and proactively championing best in class customer experiences and self-service across IVR, chat and chatbot engagement channels.
• Creating data driven strategies and A/B tests based on analysis of qualitative and quantitative data.
• Defining reporting requirements and analyze them to drive self-service and customer experience scores improvement and read out to leadership.
• Creating consistent conversational scripts and flows across IVR and Chat/bot customer journey flow that is in line with Brightspeed brand voice and tone.
• Collaborating cross functionally with Brand, Legal, product and sales leadership team with the ability to effectively set and communicate business strategy and attain necessary approval to execute.
• Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey.
• Identify potential linkages of data between engagement channels and sales agent systems to drive improved resolution of customer call intent.

#LI-RD1

Qualifications

WHAT IT TAKES TO CATCH OUR EYE: 

 

• Bachelor's degree in Business and/or communications.
• 5+ years of experience in leading sales centers technologies in tech or telecom.
• Proven track record in UX design and performance management.
• Experience in the sales performance operation field.
• Managing a large volume sale, call center and customer journey mapping projects.
• Building or supporting differentiated tiers of service or unique customer segments.
• Hands-on experience with service Genesis and google CCAI. 
• Background in Sales and call center technology stack and systems. 
• Measure, test, analyze, build, and standardize quality processes to dramatically improve organizational performance. 
•  Strong communication skills, expresses ideas fluently and logically, is open to input
•  Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.  

Additional Information

All your information will be kept confidential according to EEO guidelines.

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We are opening a new, state-of-the-art corporate HQ in Charlotte, NC and our c