Mgr Customer Experience

Working under the general supervision of the Sr Director of Customer Operations, relying on experience and judgment to plan and accomplish goals, the Manager of Customer Experience is responsible for the day-to-day operations of the customer experience (CX) team for an assigned business unit(s). Executes the CX strategy with a focus on achieving key quality and productivity performance metrics. Manages the development, implementation, and execution of organization and customer experience efforts and related initiatives designed to enhance overall customer experience results, customer engagement, and retention. Leads a team of customer experience professionals and champions a "People First" culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism.

What We Do:

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

• Develops and executes a customer experience that meets or exceeds all customer service and performance KPIs, including efficiency, quality and CSAT.
• Contributes to strategies that improve customer experience, account management and drives TIDC and Managed Services toward world class performance.
• Manages relationship with Account Managers and Sales Leadership to drive customer service, customer engagement and customer retention programs.
• Proactively identifies risks to customer satisfaction and takes immediate action to rectify.
• Leads a team of customer experience professionals and champions a "People First" culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism.
  
  
  
  • Builds resource plans, talent pipeline, and succession plans to ensure proactive staffing and hiring based on contact volume, project complexity, and service level goals.
  • Ensures performance management programs are executed and that goals are being met consistently.
  
  
  
  
• Represents the needs of the customer and the CX organization on key initiatives and coordinates successful project implementation.
• Identifies specific areas of opportunity across the business for enhancing our customer experience.
• Obtains and understands customer analytics, identifying customer experience best practices across the organization and determines how to best leverage into the overall business.
• Learns from best-in-class customer strategies where appropriate and leads continuous improvement.
• Leads end-to-end delivery of multiple key projects and large product rollouts.
• Develops project budgets, plans and strategies that support the Customer Experience goals.
• Works cross-functionally to champions change management and drives toward customer focused organization.
• Identifies opportunities to create a competitive advantage for Technology Integration and Distribution Center (TIDC) and Managed Services by differentiating in the marketplace with a customer-centric strategy.
• Listens to current customer issues. Puts key solutions in front of customers to stay ahead of their business, anticipate new needs and remain continuously relevant.
• Develops and leads customer briefings.
• Leverages data collected from customer interactions to yield insights into customer behavior and inform efforts to offer personalized, thoughtful and fruitful experiences at each touchpoint.
• Identifies opportunities for application of artificial intelligence, analytics, and system enhancements of technology-enabled tools to expedite resolutions and create efficiencies.

• Degree requirements: Bachelor's Degree or the equivalent combination of education and work experience.

• Proven experience and skills in customer service and remote management of a team.
• Demonstrated comprehensive working knowledge of contact/call center operations, performance metrics and technology.
• Working knowledge of order management and case management technology.
• Strong interpersonal and relationship skills.
• Analytical and problem-solving skills.
• Strong project management skills; working knowledge of group infrastructure.
• Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust.
• Strong communication and presentation skills, both verbal and written.
• Ability to influence change across internal teams, stakeholders, partners and leadership.
• Capable of developing high-performing teams and building a strong talent bench.
• Ability to effectively prioritize work and manage competing priorities.
• Understands the customer journey end-to-end, including each customer, their environment (digital and physical), processes, tools and employee mind-sets s/he experiences.

• ITIL Certification, preferred.
• IT Experience: Ability to integrate business and operations systems to an ERP solution, understanding of IT systems and tools, confidence learning and adopting new technology and applications.