Customer Experience Manager

The Customer Experience Manager (CEM) is responsible for designing and implementing strategies

to enhance the customer experience. This position is responsible for analyzing the customer journey,

identifying areas for improvement and fostering a customer-centric culture within the organization. The

CEM collaborates with cross-functional teams to develop and execute initiatives that improve customer

satisfaction while maintaining high standards of performance.

ESSENTIAL FUNCTIONS

· Directly supervise Triage Specialists, ensuring optimal performance and adherence to

service standards.

· Oversee the customer triage process to ensure accurate categorization and timely resolution

to inquiries.

· Handle escalated customer issues, ensuring swift and effective resolution.

· Develop strategies and protocols to minimize recurring challenges and improve first-contact

resolution rates.

· Create, implement, and refine processes for triage, issue resolution, and escalation

management.

· Develop policies to standardize customer service practices and ensure consistently positive

experiences.

· Audit the customer experience in varying units to identify inconsistencies and areas for

improvement.

· Map and analyze customer journeys to pinpoint inefficiencies and optimize touchpoints for

improved satisfaction and operational efficiency.

· Monitor and audit team performance, customer feedback, response times, and resolution

rates to ensure alignment with service standards and organizational goals.

· Work with management team and analysts to develop metrics to ensure alignment of strategies

and operations with organizational goals.

· Prepare and present data-driven recommendations to leadership, translating complex

analytical findings into clear and actionable strategies.

REQUIRED SKILLS/ABILITIES

· Knowledge of workforce development, economic development, business intelligence and

trends, and project management.

· Knowledge of effective management techniques and practices to include planning, strategy

development and implementation, assessment of outcomes and accountability.

· Knowledge of word processing, spreadsheet, technology, and computer skills.

· Exceptional customer service and interpersonal skills. · Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented. · Excellent verbal and written communication skills. · Ability to develop and maintain effective working relationships with management, coworkers, and vendors. · Ability to develop strategies and solutions. · Ability to synthesize data from multiple systems and generate actionable insights by identifying patterns, trends, and anomalies that inform customer experience strategies. · Skilled in performing root cause analysis to understand underlying issues affecting customer satisfaction and proposing evidence-based solutions. · Expertise in leveraging analytics to streamline workflows, enhance triage processes, and improve first-contact resolution rates.

EDUCATION AND EXPERIENCE

· Undergraduate degree from an accredited university or college in a relevant field of study

and three (3) year of relevant experience preferred.

· Additional related work experience may be considered in lieu of required education.

· Valid driver’s license and proof of insurance with good driving record.

· Ability to relocate within the service delivery area.

· Bilingual in English and Spanish strongly preferred.

PHYSICAL DEMANDS

Physical requirements include lifting to 10 pounds occasionally. Subject to standing, sitting, bending,

and walking to perform job scope. Requires visual acuity, speech, and hearing. Working conditions

are primarily in an office environment. Occasional driving and travel required. Flexible hours may be

required. Reasonable accommodations may be made to enable individuals with disabilities to perform

the essential functions.

COMPANY OVERVIEW:                   

C2 Global Professional Services is an award-winning employment and training organization that prepares and places people into productive jobs.  We’re located in 10 regions in Texas, 2 in Florida, and in Las Vegas, NV. We strive to fulfill our mission by following our Core Values of “Respect, Communication, Customer Engagement, and Ingenuity.”

Come and surround yourself with talented, professional individuals who have also taken the next step by making a difference in someone’s life. You would not only have a great and dedicated team to work with, but you would also be eligible to take advantage of a competitive benefits plan, which includes:

Equal Opportunity Employer: Minority/Female/Disability/Veteran