Manager, Customer Experience

Job Track Description:

• Assists others in achieving goals.


• Manages performance appraisals and pay reviews.


• Manages training for 3 or more employees.


• Manages hiring and termination actions.


• Requires broad technical expertise and company/industry knowledge.


• Is accountable for program management functions.

General Profile

• Accountable for team performance and results.


• Manages professional employees and/or supervisors.


• Adapts plans and priorities based on resource and operational challenges.


• Takes action based on policies, procedures.


• Receives guidance from managers.


• Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

• Understands and applies concepts in the field of expertise. 


• Has growing knowledge of other disciplines.

Business Expertise

• Translates strategy and priorities into work product.

Impact

• Positively impacts the level of service.


• Impacts the team’s ability to meet quality, volume, and timeline targets.


• Guides based on policies, resource requirements, budgets, and business plans.

Leadership

• Builds team engagement to meet service and operational challenges.


• Provides recommendations for OT, operational expenses, and rollup data.

Problem Solving

• Resolves technical, operational, and organizational problems.


• May take part in solving problems across a matrix.

Interpersonal Skills

• Guides and influences internal and external customers, or agencies.

Responsibility Statements

• Manages team members to deliver SLAs.


• Manages revenue optimization and reduction of penalties.


• Delivers quality, productivity, and compliance KPI reports.


• Coaches team members for continuous development.


• Identifies process improvement opportunities and deploys action plans.


• Manages delivery strategies and service line penetration.


• Performs other duties as assigned.


• Complies with all policies, procedures and standards.