General Manager of Customer Experience

Role Overview

The General Manager of Customer Experience oversees the operations of the Customer Experience Center, managing customer experience staff, implementing new technology, and providing feedback on results and recurring problems. The role promotes a safe work environment and upholds the values of the GPA. The General Manager collaborates with other departments to achieve organizational standards and objectives.

What You Will Do

Provides training, development, coaching, and counseling to Customer Experience staff, conducts operational analysis, and re-engineers workflow processes. Develops and implements standards, policies, and procedures to provide high-quality customer experience via various channels. Represents the customer experience center to key clients and regulatory bodies.

Why It Might Be a Fit

The ideal candidate has excellent communication, presentation, and interpersonal skills, with leadership and motivational skills. They should thrive in a fast-paced environment and be able to mold the care process to provide timely and accurate results.

Requirements

• 4-6 years transportation experience
• Customer Services management experience
• 3+ years customer service experience
• Experience with Navis Terminal Operations Application
• Experience with self-help technology for customer care
• Four year college degree in transportation, business, or related field
• TWIC – Transportation Worker Identification Credential
• Driver’s License – Valid state driver’s license