Customer Experience Manager

JOB SUMMARY:

The Customer Experience Manager (CEM) is responsible for designing and implementing strategies to enhance the customer experience. This position is responsible for analyzing the customer journey, identifying areas for improvement, and fostering a customer-centric culture within the organization. The CEM collaborates with cross-functional teams to develop and execute initiatives that improve customer satisfaction while maintaining high standards of performance. 

Pay: $65,000 - $75,000 depending on experience

Duties and Responsibilities:

• Directly supervise Career Navigators, ensuring optimal performance and adherence to service standards.
• Oversees the day-to-day operations and activities of Workforce grants, ensuring program objectives, contractual deliverables, performance measures, and customer service standards are consistently achieved while identifying and implementing operational improvements. 
• Collaborates with Management in the preparation, implementation, and monitoring of Workforce Grant budgets.
• Advises, mentors, trains, and motivates staff members to achieve Workforce Grant objectives, contractual performance measures, and organizational goals while ensuring exceptional customer service and compliance with applicable federal, state, local, and grant requirements.
• Collaborates with workforce system stakeholders, develops strategic partnerships, and maintains meaningful relationships with employers, community organizations, educational institutions, and other partners to enhance Workforce Grant outcomes and expand opportunities for customers.
• Oversee the customer triage process to ensure accurate categorization and timely resolution to inquiries.
• Handle escalated customer issues, ensuring swift and effective resolution.
• Develop strategies and protocols to minimize recurring challenges and improve first-contact resolution rates.
• Create, implement, and refine processes for triage, issue resolution, and escalation management.
• Develop policies to standardize customer service practices and ensure consistently positive experiences.
• Audit the customer experience in varying units to identify inconsistencies and areas for improvement.
• Map and analyze customer journeys to pinpoint inefficiencies and optimize touchpoints for improved satisfaction and operational efficiency.
• Monitor and audit team performance, customer feedback, response times, and resolution rates to ensure alignment with service standards and organizational goals.
• Work with management team and analysts to develop metrics to ensure alignment of strategies and operations with organizational goals.
• Prepare and present data-driven recommendations to leadership, translating complex analytical findings into clear and actionable strategies.
• Completes other duties as assigned. 

KNOWLEDGE / SKILLS / ABILITIES:

• Knowledge of workforce development, economic development, business intelligence and trends, and project management.
• Knowledge of effective management techniques and practices to include planning, strategy development and implementation, assessment of outcomes and accountability.
• Knowledge of word processing, spreadsheet, technology, and computer skills.
• Exceptional customer service and interpersonal skills.
• Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented.
• Excellent verbal and written communication skills.
• Ability to develop and maintain effective working relationships with management, coworkers, and vendors.
• Ability to develop strategies and solutions.
• Ability to synthesize data from multiple systems and generate actionable insights by identifying patterns, trends, and anomalies that inform customer experience strategies.
• Skilled in performing root cause analysis to understand underlying issues affecting customer satisfaction and proposing evidence-based solutions.
• Expertise in leveraging analytics to streamline workflows, enhance triage processes, and improve first-contact resolution rates.

EDUCATION AND EXPERIENCE:

• Undergraduate degree from an accredited university or college in a relevant field of study and three (3) year of relevant experience preferred.
• Additional related work experience may be considered in lieu of required education.
• Valid driver’s license and proof of insurance with good driving record.
• Ability to relocate within the service delivery area.
• Bilingual in English and Spanish strongly preferred.

Physical Demands:

The physical demands described here are representative of t