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Manager, Customer Experience

Company: GoBrands, Inc.
Location: Glendale
Posted on: April 5, 2021

Job Description:

Overview

goPuff's Experience Team Manager will deliver on goPuff's promise with a laser focus on our customer's experience, while innovating in a forward thinking, hyper-growth business.
Responsibilities

Customer Responsibilities:

  • Manage channel performance and make recommendations to improve channel experience--
  • Partner with stakeholders to improve coordination and champion the voice of the customer as we pursue business expansion activities.--
  • Develop, document, implement, track and reinforce policies and processes that materially improve the customer experience and loyalty measurements.
  • Evaluate programs, performance, and drive reduction in variability/defects in critical business processes.
  • Recommend and implement tools, CRM and data capabilities to improve experience and systemically drive operating efficiencies.
  • Lead and/or participate in business projects and initiatives.
  • Handle and resolve customer escalations. Team Responsibilities:
    • Accountable for team performance and real time management of the customer's experience
    • Prioritize, distribute and manage key aspects of service operation and new business efforts
    • Responsible for hiring, on-boarding, training, performance and development of employees--
    • Responsible for employee time, attendance, payroll and personnel needs
    • Audit customer interactions, synthesize customer data/feedback and coach/support team members as they strive to deliver on the goPuff promise and drive customer loyalty.
    • Develop subject matter expertise across relevant team operating requirements, tools, policies and processes in order to effectively coach and lead team
    • Ensure high levels of employee engagement and retention
      Qualifications

      Preferred Qualifications:
      • 7+ years of service experience
      • 5+ years of manager level leadership experience
      • 3+ years of start-up experience--
      • Bachelor's Degree preferred
      • CX experience--
      • Project/program management experience--
      • Flexible availability, including nights and weekends as needed.--
      • Channel management and optimization +
      • CRM, telephony, deflection and automation experience +
      • E-commerce background +
      • Six Sigma or similar process improvement experience +
      • COPC Registered Practitioner + Skills and Traits
        • Strong relationship management skills and ability to influence decision making
        • Ability to think and drive strategic initiatives across a large span of operations
        • Rigorous metrics and analytics skills
        • Experience with business case development, business analysis, design, and implementation support on critical projects.
        • Decision making in fast paced and rapidly evolving operating environment
        • Ability to act on limited data in ambiguous situations with strong critical-thinking and problem-solving skills
        • Organizational and time management skills
        • Excellent written, verbal and presentation skills
        • Coaching, mentoring and motivational skills
        • Excellent listening skills and emotional intelligence
        • Drive for results, sense of urgency
        • Ability to manage, triage and de-escalate customer and employee issues
          About Us

          The only predictable thing about life is that it's wildly unpredictable. That's where we come in.-- When life does what it does best, customers turn to goPuff to deliver their everyday essentials, and to get through their day & night, work day and weekend.-- We're assembling a team of thinkers, dreamers & risk-takers...the kind of people who know the value of peace of mind in an unpredictable world. (And people who love snacks.) Like what you're hearing? Welcome to goPuff. The goPuff Fam is committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply. We are an equal employment opportunity employer.

Keywords: GoBrands, Inc., Glendale , Manager, Customer Experience, Executive , Glendale, Arizona

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