Senior Manager Customer Experience

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If you're passionate about making an impact, collaborating with forward-thinking teams, and being part of a company that values your voice, you’re in the right place.

We’re thrilled you’re exploring this opportunity with us — take a look, imagine the possibilities, and let’s shape the future of connectivity together.

Job Description Summary:

Job Description:

Essential Duties and Responsibilities include the following: (Other duties may be assigned.)

• Champion the customer through all our customer journeys by identifying their needs and expectations for one or multiple product lines
• Map end-to-end customer experience touch points
• Identify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved customer experience
• Direct all aspects of data collection, analysis, and improvement recommendations; constantly review and measure the customer experience
• Drive the process to identify and correct gaps in the customer experience
• Influence and align cross-functional stakeholders to develop an actionable plan for addressing Voice of the Customer gaps
• Work in close collaboration with key stakeholders (sales/marketing, product, operations, compliance, etc.); establish strong cross-functional relationships in order to implement improvement initiatives
• Serve as the primary point of contact for the cross-functional team; effectively manage initiatives from business requirements through implementation
• Establish and measure the success of each initiative via appropriate metrics or dashboard
• Establish a framework to ensure every employee understands how they impact the customer experience
• Establish operations and governance for customer experience
• Lead cross-functional teams to deliver customer experience initiatives; be accountable for the successful end-to-end project management and delivery of key customer experience projects
• Work with external vendors and business units to ensure new tools and capabilities are shared and leveraged
• Establish reporting cadence to help business understand progress on customer experience metrics and initiatives
• Act as an enabler for customer experience activities, delivering best practices, tools and guidance across the organization

Knowledge, Skills and Abilities Requirements:

• Strong analytical, problem-solving and project management skills and the ability to influence large, diverse groups through fact-based analysis and decision-making; ability to do advanced analytics in Excel
• Ability to work under pressure and insist to advocate for customer experiences
• Ability to think big and deliver initiatives from conception through completion
• Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment
• Solid program management skills, excellent oral and written communication skills
• Ability to analyze quantitatively, problem-solve, and scope business requirements
• Excellent speaking-listening-writing skills, attention to details, proactive self-starter
• Ability to build and give presentations to multiple levels within the business as a storyteller

Education and/or Experience Requirements:

• Bachelor’s Degree
• 7+ years’ of experience in executing customer/client experience strategies in B-to-B, B-to-C or B-to-B-to-C companies, leading product management, leading six sigma change initiatives, strategy/management consulting and/or product commercialization efforts
• Strong process management experience in complex and ambiguous environments with the ability to analyze and improve processes