The Manager, Consumer Experiences provides oversight to a team focused on increasing the effectiveness and efficiency of multiple operational teams and their respective customer interactions. The Manager, Consumer Experience receives assignments in the form of objectives and determines approach, resources, schedules, goals, and is responsible for defining, measuring, and achieving outcomes.
Responsibilities
The Manager, Consumer Experience may leverage voice of the customer, NPSt, root cause, telling the story, call listening, customer experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the customer experience. Begins to influence department's strategy and creates the necessary alignment to achieve them. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department.
Required Qualifications
Bachelor's Degree
2 or more years of leadership experience
Comprehensive knowledge of all Microsoft Office applications and Project and Visio
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
Master's degree or MBA
Project Management experience or PMP
Prior demonstrated experience with process improvement or process design
Six Sigma or Lean Sigma experience
Additional Information
Work at Home/Remote Requirements
Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required
Employer job 
90 Day Old Job 
