Customer Experience Manager
ShellAbout the role
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Job Description:
What’s the role
Shell is looking for a Customer Experience Manager to oversee the ongoing enrichment of the Shell Recharge customer’s user journey in the US and Canada.
Shell Recharge delivers thousands of charge sessions per day to drivers across the US and Canada. Shell Recharge drivers use the Shell mobile app and Shell Recharge charging station hardware as they discover, use, and access their customer journey. These product interactions are supported by a call center and an invisible back-end infrastructure that allow for an outstanding physical and digital customer experience. The Customer Experience Manager will be the voice of the customer for internal product workstreams and will manage the on-site customer experience and call center workstreams.
Accountabilities:
Provide insights, analytics, and feature requests to the Shell product teams as you advocate for a constantly improving customer experience across the charging workflow
Work with Shell marketing teams to develop and deploy customer communications, instructions, and FAQs to both physical and digital assets
Manage an internal team and an external call center vendor to ensure a premium customer support experience, responsible for all customer interaction across email, marketing, and telephonic support products
Develop and maintain a knowledge base that can be leveraged for FAQs, instructions, and call center support workstreams
Provide real-time support and partnership to internal stakeholders and our call center using Microsoft Teams and email as needed
Act as a senior member of the Shell Recharge leadership team to be solely responsible for customer experience, giving you enormous responsibility, impact, and ownership of a critical part of our business
What you bring
Must have legal authorization to work in the US on a full-time basis for anyone other than current employer
Bachelor’s Degree in Communication, Operations or any other related field is a plus
At least 5 years’ relevant professional experience
Demonstrated ability to devise, manage, and improve end-user experiences and relevant support workstreams
Demonstrated capability in managing call center vendors (or an internal call center function) to deliver a premium customer support experience
Demonstrated understanding of product development strategies and implementations, to ensure your program has the capabilities and features needed to succeed
Preferred Qualifications:
At least 3+ years’ managing a small team of customer-focused employees
Extensive experience with mobile app products, charging stations, and/or partnering with field service teams
Note: This role is a virtual position based in the US
What we offer
The base salary range for this position is $146,000.00 - $218,000.00per year. Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.
For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.
Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives. For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays. Additional information on Shell’s US benefit programs can be found at Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds. Free account required — sign up in 30sApply for this role