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Customer Experience Manager (Remote, United States)
ETR Santa Cruz, CA
Full Time | Education & Training Services 9 Months Ago
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ETR is Hiring a Remote Customer Experience Manager (Remote, United States)

Customer Experience Manager (Remote, United States)

WHO WE ARE

ETR (Education, Training and Research) is a national non-profit passionate about our mission to improve health and increase opportunities for youth, families and communities. We seek to promote equity and justice through understanding and addressing the ways health and education outcomes are influenced by the complex interactions between people and their environment. As a learning organization with a focus on mission-driven impact, we value diversity and inclusion of different perspectives and ideas, collaboration and continuous learning, both within the organization and in our partnerships. We are looking for people who share our passion for health equity, social justice and learning.

THE IMPACT WE ARE LOOKING TO MAKE

We envision a world where all people have the information, skills and opportunities to lead healthy lives. With the purpose of reducing disparities and increasing equity in health and education, we uplift and support our partners to do work across the country and around the globe in four main areas:

  • HIV, sexual, and reproductive health (HIV/SRH)
  • Equity and inclusion in Science, Technology, Engineering, and Math (STEM) fields
  • Alcohol, tobacco, and other drugs
  • School-based health and wellness

We achieve our vision and mission by linking innovation and research to practice. We drive the science through program development, applied research and evaluation and scale innovation through capacity building and dissemination.

HOW YOU CAN CONTRIBUTE

The Customer Experience (CX) Manager is responsible for managing and enhancing ETR’s product customer experience and a positive brand image. This individual will develop, implement and manage strategies for assuring and tracking customer experiences across online and offline channels, devices, and touchpoints, with the objective of improving customer relationships, dedication and satisfaction. They will lead the design of, and direct, the activities of the customer life cycle experience. The CX Manager will collect, analyze, and interpret customer interaction data to identify requirements and information useful in optimizing customer experience, and will establish and maintain communication channels. The CX Manager will have an in-depth knowledge of customer engagement channels and experience. This position works remotely and can be located anywhere in the United States.

CULTURAL ATTRIBUTES

  • You possess excellent communication and relationship-building skills with colleagues, partners and clients with utmost integrity, courtesy and diplomacy.
  • You are capable of embracing the ideas of others and seek to understand others’ points of view in order to further our shared mission and vision.
  • You enjoy working independently as well as collaboratively to meet goals and deadlines. You are capable of using technology to effectively and professionally communicate with co-located and remote colleagues.
  • You are self-motivated and capable of strategically prioritizing multiple tasks in a fast-moving environment.
  • You embrace a spirit of learning and curiosity in your work and proactively seek out answers and solutions to questions and challenges that arise.

WHAT YOU’LL NEED TO BE SUCCESSFUL

  • Bachelor’s degree in marketing communications, business management, or a business-related discipline.
  • At least 5 years of experience in a customer support role with growing responsibilities.
  • Extensive experience in gathering and interpreting customer experience information.
  • Solid knowledge of online customer engagement platforms and channels.
  • Experience creating and managing project and program budgets, resource planning, and project schedules.
  • Ability to complete projects on time and within the stated budget.
  • Excellent written and verbal communication, organization, time-management, and leadership/management skills.
  • Experience writing system documentation and training materials.
  • Consistent attention to detail.
  • Ability to prioritize work, handle multiple tasks, and adapt to changing needs including working under pressure and short deadlines.
  • Proficiency in Microsoft Office 365 applications (Word, Excel, PowerPoint, Teams & Planner) as well as CX and CRM software such as SalesForce.
  • Experience with Ecommerce systems and developing web store functionality including selling & fulfilling physical goods, selling events and attendee registration, selling digital subscriptions/continuous service products, etc.
  • Experience with HubSpot and Service Hub, or equivalent systems.
  • Understanding of Learning Management Systems (LMS) and content implementation within LMS.
  • Advanced understanding of Google Analytics (or equivalent).
  • Ability to travel nationally on a limited basis to attend regional conferences and training workshops.
  • The use of a personal vehicle or rental car for ETR business will require a valid driver’s license and proof of insurance.

Location: Remote - open to ALL states

Starting Pay Range: $92,100 to $112,500 annually. The typical hiring range for this position is $92,100 to $102,300 at 100% FTE. The starting salary is determined based on the candidate’s knowledge, skills, and experience.

WORKING AT ETR

ETR employees enjoy a competitive salary, amazing 401(K) and health benefits as well as generous PTO and holiday pay. You will contribute to making a difference in the world!

For more detailed information about this position and ETR, please visit our website:

www.etr.org

To apply for this position, please submit your resume to:

https://www.etr.org/about-us/careers/

ETR is proud to be an Equal Opportunity Employer

EEO and AA Employer/VET/Disabled

ETR is an equal opportunity employer and supports a vision where all staff – regardless of race, ethnicity, sexual orientation, gender identity, age, socioeconomic background, or religious affiliation – feel there is space for a diversity of experiences to be represented, respected and valued.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Education & Training Services

POST DATE

06/30/2022

EXPIRATION DATE

10/22/2022

WEBSITE

etr.org

HEADQUARTERS

SCOTTS VALLEY, CA

SIZE

50 - 100

FOUNDED

1979

TYPE

NGO/NPO/NFP/Organization/Association

CEO

VIGNETTA CHARLES

REVENUE

$10M - $50M

INDUSTRY

Education & Training Services

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ETR Associates is a publisher of evidence-based prevention programs.

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The following is the career advancement route for Customer Experience Manager (Remote, United States) positions, which can be used as a reference in future career path planning. As a Customer Experience Manager (Remote, United States), it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager (Remote, United States). You can explore the career advancement for a Customer Experience Manager (Remote, United States) below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Experience Manager job description and responsibilities

Begins with understanding each customer and their specific need.

01/05/2022: Muskegon, MI

Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.

02/23/2022: Lima, OH

They supervise the customer experience and service teams, direct and monitor their activities and train their members.

01/19/2022: Pensacola, FL

They're also responsible for leading both the customer service and the customer experience teams.

02/21/2022: Charleston, SC

Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.

02/11/2022: Roanoke, VA

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Experience Manager jobs

They work alongside upper management to promote retention of customers and overall positive experience with the brand.

12/23/2021: Idaho Falls, ID

Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.

01/20/2022: Passaic, NJ

Measure and analyse customer feedback.

02/11/2022: Bradenton, FL

Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.

12/21/2021: Alexandria, LA

Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.

03/03/2022: Newark, NJ

Step 3: View the best colleges and universities for Customer Experience Manager.

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