Sr Customer Experience Manager, Frontline Digital Systems Experience

Role Overview

This role manages the end-to-end delivery of customer experience standards across multiple service programs and customer touch points. It leads a team of managers and analysts to support and enhance the customer experience provided by frontline employees.

What You Will Do

Coach and develop managers and analysts to improve team performance and customer experience delivery, direct departmental strategy and roadmap, oversee analysis and resolution of product issues affecting customers and employees, and prepare communications and status updates for key projects and performance metrics.

Why It Might Be a Fit

The role requires strong business analysis, communication, and project management skills, as well as experience in customer experience management, stakeholder management, and strategic thinking.

Requirements

• Bachelor’s Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent
• Acceptable areas of study include Business, Communications or related field
• 2-4 years Wireless experience
• 2-4 years Leadership experience
• 2-4 years Analytical experience
• 2-4 years Project management experience
• 4-7 years Leadership experience
• Business Analysis
• Communication
• Cross-Functional Project Management
• Customer Experience Management
• Customer Needs Identification
• Program Management
• Risk Management
• Stakeholder Management
• Strategic Thinking

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off
• Up to 12 paid holidays
• Paid parental and family leave
• Family building benefits
• Back-up care
• Enhanced family support
• Childcare subsidy
• Tuition assistance
• College coaching
• Short- and long-term disability
• Voluntary AD&D coverage
• Voluntary accident coverage
• Voluntary life insurance
• Voluntary disability insurance
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Commuter and transit programs

Tagged as: Project Management