Customer Experience Manager

One Goal, One Passion - Growth is Everything at Window Nation
Recruiting the best talent is one of Window Nation's main goals. With growth always being our number one priority, we're committed to finding and keeping the best employees possible. We want you to be your authentic self, we want you to love what you do, we want you to grow with us. Grow professionally and grow personally. We know that we all grow together at Window Nation, and we are proud of that. One Goal, One Passion - Growth is Everything at Window Nation.
We are currently seeking an experienced Customer Experience Manager to join our growing organization.  This role will manage a mid-size team of Resolution Service Leads in providing a best-in-class customer experience.   As the team’s leader, you will foster an atmosphere of positivity and partnership, with a bias toward action, initiative, and unmatched commitment to customers.
The ideal candidate will recognize and leverage the opportunity which must influence both our customer and team members’ ultimate satisfaction and retention. As one who leads by example, you will develop a thorough understanding of your employees’ responsibilities and support them as needed, to include: managing escalations, coaching them through problem or dispute resolutions, and demonstrating our commitment to their professional growth and development.
You have experience working as part of a cross-functional, operations call center team; the analytical know-how to create Goals & KPIs and operational metrics to provide visibility into the overall satisfaction of our customer base; the confidence to communicate ideas to a variety of stakeholders; and a high degree of comfort with implementing and navigating new processes and technology.

Core Role Responsibilities

• Play an active role in team recruitment, candidate interviews and assessment.
• Train, mentor, and empower your team members to do their best work through developing functional expertise, product knowledge, and superior communication skills.
• Monitor inbound/outbound call queues and open tickets, allocating additional resources as needed. Utilize data and reporting to monitor employee productivity and efficiency.
• Cultivate a learning environment through training, delegating specialized tasks and projects to continuously meet productivity and service goals.
• Design, execute, measure, and improve the daily processes and systems that enable our Customer Experience team to execute our mission and strategy.
• Contribute to the development and maintenance of standardized procedures and policies for the team, ensuring adherence and consistent application.
• Prepare and distribute customer experience metrics to illustrate the team’s performance and desired outcomes achieved to key stakeholders; share detailed customer feedback throughout the organization.
• Act with a sense of urgency to relay emerging customer experience trends.
• Resolve customer escalations within the region when the Regional Service Leads have exhausted all corrective measures with a customer.
• Be proactive in suggesting improvements for the customers' experience.
• Ensure employees are prepared for high-volume sales and installation periods.
• Hold Employees accountable for following all Standard Operating Procedures (SOPs).

Basic Qualifications

• Minimum of three years prior Customer Experience Management experience.
• High School Diploma or GED.

Preferred Qualifications

• Higher education; associate or bachelor’s degree in business.
• Prior experience within retail or B2C customer service.
• Tech savvy with robust working knowledge of CCaaS, ERP and CRM platforms.
• Proficient with extracting and interpreting data, creating reports.
• Excellent verbal and written communication skills.
• Team contributor who successfully manages their day-to-day work independently
• Ability to set strategy, prioritize tasks and meet competing demands in a fast-paced environment.
• Ability to adapt communication style to a variety of audiences and situations.
• Demonstrated ability and desire to work and excel in a fast-paced environment.
• Strong critical thinking, analytic, and problem-solving abilities.
• Well-organized with great attention to detail.

Window Nation cultivates a culture of inclusion that respects our employees' individual strengths, views, and experiences. We believe our differences make us a better team – one that makes good decisions, drives innovation, and delivers better business results.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.