Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company’s portfolio includes many of the world’s most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others.

Job Description

Location:

New York, NY

About Condé Nast:
Welcome to Condé Nast, a globally renowned media powerhouse recognized for crafting exceptional content that resonates with the world's most influential audiences. Our portfolio boasts iconic titles such as Vogue, Vanity Fair, GQ, and The New Yorker, reaching a staggering 131 million consumers across diverse platforms. With an impressive track record of tripled topline growth, editorial accolades, and a commitment to innovation, Condé Nast stands at the forefront of the media industry. Join us as we continue to shape the future of media from our cutting-edge global headquarters at 1 World Trade Center.Manager, Customer Experience Job Description: As the Manager of Customer Experience, you play a pivotal role in shaping the narrative of our customer interactions. Beyond mere management, your influence extends to strategic collaboration, operational efficiency, and the creation of memorable experiences for our audience.Key Responsibilities:

• Strategic Leadership:

• Oversee the dynamic landscape of our 3rd party Business Process Outsourcing (BPO's), ensuring a seamless integration that aligns with Condé Nast's commitment to excellence.
• Forge partnerships with internal teams to craft innovative solutions, ultimately enhancing the end-to-end customer journey.

• Performance Metrics Mastery:

• Lead the charge in managing key contact center metrics, from costs and service level agreements to Customer Satisfaction, Quality Assurance, First Contact Resolution, and more.
• As the gatekeeper of performance, optimize processes to achieve outstanding results, setting new standards for the metrics that drive the business.

• Campaign Innovation:

• Spearhead campaigns within the contact center and on-site, transforming challenges into opportunities. Some notable examples are campaigns such as cancel/save, upsell, cross-sell, winback, and past due payment collection.
• Collaborate with the Director of Customer Experience to bring forth fresh perspectives, elevating contact center processes to new heights.

• Vendor Collaboration and Evaluation:

• Navigate vendor relationships with finesse, serving as the main point of contact for escalations, problem-solving, and risk mitigation.
• Provide constructive feedback to vendors, fostering a culture of continuous improvement and an unwavering commitment to customer satisfaction.

• Cross-functional Synergy:

• Champion cross-functional communication, leading regular calls with customer service to identify and resolve issues.
• Collaborate seamlessly with stakeholders across the enterprise, sharing insights and collectively addressing customer pain points through a Voice of the Customer Program.

• Quality Assurance and Best Practices:

• Enforce cross-channel quality through meticulous remote monitoring and periodic on-site visits.
• Pioneer best practices by conducting insightful process reviews and documenting improvements that resonate with Condé Nast's culture and brand expectations

Qualifications:

• Experience and Education:

• Bring 2-5 years of experience in contact center management, vendor relations, or customer service operations to the table, supported by a Bachelor's Degree.

• Leadership Prowess:

• Immerse yourself in a customer-centric mindset, demonstrating an unwavering commitment to delivering an exceptional customer experience
• Thrive in an environment where adaptability and change are embraced, showcasing your resilience and innovative spirit.

• Communication Mastery:

• Possess exceptional written and verbal communication skills, able to articulate a clear vision, goals, and expectations that resonate across diverse audiences.

• Organizational Excellence:

• Showcase a detail-oriented approach, coupled with exceptional time management and organizational skills that enable you to navigate complex challenges seamlessly.

• Technical Proficiency:

• Exhibit proficiency in Google Suite and demonstrate a proven track record with telephony and CRM tools, coupled with an innate eagerness to swiftly adapt and learn about emerging tools and technologies.

• Mobility: