Customer Experience Manager

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Customer Experience Manager is responsible for directly leading and managing a team of 15-25 Customer Experience Advocates. The Customer Experience Advocacy Team supports contacts from Protective Life customers or individuals that have a defined relationship to a customer. The front-line employees are responsible for courteous, accurate, and responsive contact resolution along with enhancing the universal customer experience based on trends identified across multiple customer interactions. The Customer Experience Manager creates the environment and structure that motivates her team to make intentional decisions that consider long-term impact and contribute to achieving department goals. Additionally, the Manager is expected to support the growth and success of all CXAT teammembers, front-line employees and leaders, regardless of reporting structure.

Responsibilities

• Develop and maintain an in-depth understanding of KPI performance drivers
• Create, refine, and analyze reporting to identify critical data points and trends that inform recognition, coaching, and performance management action plans
• Coach team members to provide courteous, accurate, and responsive contact resolution
• Conduct weekly one on one meetings with each direct report (expectation of 3 per month to build flexibility for extenuating circumstances)
• Conduct weekly business reviews to understand performance gaps, perform root cause analysis that focuses on processes over behaviors, and develop action plans to rectify
• Collaborate with Operations Services to socialize and learn best practices that drive operational excellence as evidenced by KPI performance
• Participate in weekly Gemba walk to engage with front-line team members and capture Voice of Employee (VOE) insights
• Support revision and execution of individual development plans (IDPs) that are independently created by a team member
• Drive closed-loop communication process for systemic issues that are escalated by the team
• Document and update progress for continuous improvement initiatives identified through weekly Gemba walks, escalated from the front-lines, or discovered by leaders
• Articulate how department KPIs align to corporate strategy. Drive adoption of continuous improvement culture by painting the picture for team members to understand how they contribute.
• Create or adopt an intentional methodology to prioritize continuous improvement opportunities
• Quantify and validate impact of continuous improvement initiatives
• Demonstrate understanding of contact center operations technology used to drive operational efficiency
• Leverage flexibility of WFM system to identify staffing requirements
• Utilize technology supported by Shared Services to drive operational efficiencies (Speech Analytics, Knowledge Management, IVR Self Service, Quality and Workforce Management)

Qualifications

• Bachelor’s degree ideal, high school diploma or equivalent required
• 2+ years of life insurance operations experience, or 2+ years Operations Management experience required
• Call center leadership experience preferred
• Excellent communication skills and ability to build trusted partnerships with staff, Leaders and Executives
• Must be able to create and support a positive, inclusive, and customer-focused team environment
• Ability to effectively lead, mentor, and develop a high-performing team
• Ability to communicate effectively both verbally and in writing
• Ability to build and maintain relationships with varying temperaments and personalities at all levels
• Must be able to set challenging but realistic performance expectations and take responsibility for the actions and
• results of the department
• Must possess strong quantitative and qualitative analytical skills
• Must be proactive in leveraging data to develop action plans
• Ability to use independent judgment and/or resourcefulness to make effective decisions
• Must be solution-oriented, optimistic, and believe any outcome to be possible
• Seeks understanding, challenges appropriately, and ultimately commits to supporting the final decision
• Ability to navigate ambiguity in a fast-paced environment 

Employee Benefits:  We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time aw