Customer Experience Program Manager

Our organization is helping the world's largest home-sharing marketplace find a Customer Experience Program Manager to manage support operation and customer experience. The ideal candidate will have a deep understanding of customer service operations and 5+ years of progressive leadership experience in that field.

Responsibilities

• • Resolve product or service issues by determining the root cause of customer complaints and selecting and explaining best solutions.
• • Assist in creating processes to administer, collect, analyze, interpret, and drive actions from ongoing customer feedback streams.
• • Support platform development by collecting business and product requirements.
• • Help implement and integrate support systems with internal products.
• • Develop thoughtful navigation and workflow requirements.
• • Assist in creation and implementation of support workflows, escalation pathways and procedures, and training materials.
• • Lead onboarding and training of contracted support agents.
• • Work cross-functionally to document CX component by way of customer journey mappings.
• • Develop initiatives to address opportunities identified through journey mappings.
• • Help define metrics to measure overall health of CX program.
• • Design, build and manage CX reporting.

Requirements

• • Bachelor's degree or greater preferred
• • 5+ years of progressively responsible leadership experience in customer service operations
• • Proven track record of managing performance across a matrixed organization
• • Strong analytical skills and the ability to clarify and prioritize using data
• • Experience driving B2B relationships and leading outside teams to exceed goals
• • Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment