About Us

Summary

Essential Duties & Responsibilities

• Performs root cause analysis to determine where improvement is needed in customer’s experience.
• Makes recommendations to CX leadership for new initiatives and business process changes.
• Leads a team of Project Managers that owns and manages various CX programs, including but not limited to: customer escalation program, hot alerts and recovery program, customer loyalty, call center trend analysis, and continuous improvement of the customer journey
• Creates business case, defines objectives, and oversees quality control for various programs.
• Manages program, attains additional help, and delegates tasks as required. Identifies, assesses and minimizes risks.
• Ensures that programs meet all stated ROI and other objectives.
• Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; and implementing change.
• Works with department and enterprise level project managers, business analysts, and business process analysts on strategic projects that drive change
• Meets financial objectives by forecasting requirements; scheduling expenditures for programs; analyzing variances; initiating corrective actions.
• Produces monthly reports as requested including.
• Manages communications to ensure that the internal customer is kept up to date on both the status of their questions/issues and of information pertinent to them.
• Support onboarding process for new team members
• Attract high potential individual contributors into team
• Coach, mentor and develop the team in order to achieve high performance
• Ensures the continuous improvement and enhancement of internal processes and tools.
• Provides training and communication to enhance internal processes and tools.
• Conducts presentations for Freeman executives and external clients.
• Performs other duties as assigned.

Education & Experience

• BS or BA degree or equivalent combination of education required.
• 5 years experience managing service programs, customer experience initiatives, and/or customer service improvements and 2 years experience leading people
• Experience with customer journey mapping and analysis a plus
• Experience facilitating meetings and working with leadership and executives on improvement projects and initiatives
• Project management experience and/or certifications a plus
• Proven proficient use of PC-based software applications including MS Office and MS Project.
• Exceptional customer service and organizational skills required.
• Strong interpersonal communication and facilitation skills.
• Strong presentation skills.
• Sense of urgency and initiative.
• Ability to prioritize and stay focused with multiple ongoing projects.
• Mindset geared toward innovation and constantly finding new ways of doing in order to better benefit the company and the client
• Excellent written and verbal communication skills.

Travel Requirements

Diversity Commitment