Mgr I - Customer Experience

Location:
Location:
Mgr I - Customer Experience

in

Clearwater, FL

at

PODS

**Location:**
**Experience:**
Not Specified

**Job Description**
**JOB SUMMARY**
Responsible for identifying and driving improvements in company processes to deliver the best moving and storage experience possible for our customers. He or she will be a key member of the marketing team and work across functions, businesses, and systems to drive incremental and systemic changes using VOC, continuous improvement, and a solid understanding of relevant business systems. The successful candidate will have a positive outlook and a proven ability to help others see and execute on the vision of the delighted customer.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
* Execute on the company brand promise by simplifying the customer experience, giving them control of their process, and communicating with them in ways that reduce errors and set and meet expectations. Work with Segment Managers to map and implement the desired experience for consumer and business customers
* Present results and analysis of Customer Satisfaction data to internal and franchise audiences. Identify and implement changes to company Enterprise Feedback Management platform
* Project manage CX improvement opportunities. Work cross functionally to advance projects through C-Level Executives
* Support systems implementations including revisions to documents, processes, and policies. Review documents in test. Provide guidance to testing teams and system users on the desired result of new processes and documents
* Drive improvements to customer satisfaction related to the amounts, timing, and value the price customers pay for services. Define options for future state of the customers financial experience. Develop requirements for changes to online, mailed, mobile, and phone order entry and account management systems
* Use rich data from customer surveys and employee and franchisee feedback to pareto, value, and prioritize opportunities for improvement throughout the customer experience and across the Enterprise. Establish touchpoints, failure modes, and CTQs. Research competitive offerings. Form and lead cross-functional teams in root cause analysis and solutions implementation. Identify financial impact and gain organizational consensus on policy and process changes
* Identify and reduce defects in customer processes to reduce customer complaints and avoid unnecessary costs
* Obtain legal and business approvals as required to ensure compliance with relevant state and federal regulations. Work closely with accounts receivable, IT, sales and service team, franchise services, and website teams to align goals and achieve overall company objectives
* May perform other duties and responsibilities as assigned
**MANAGEMENT & SUPERVISORY RESPONSIBILTIES**
* Typically reports to Management. Direct supervisor job title(s) typically include: VP - Marketing
* Job **is** **NOT directly** responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)
**Job Requirements**
**JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)**
* **BE ANALYTICAL:** Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making
* **PLAN:** Able to develop short- and long-term operational and / or financial plans that are appropriately comprehensive, realistic, and effective in achieving goals; Able to anticipate obstacles and define alternate strategies; Able to integrate planning efforts across work units
* **ORGANIZE:** Able to assemble appropriate resources (people, funding, material, support) to get things done; Able to manage multiple activities simultaneously to accomplish goals; Able to schedule and coordinate work of others; Able to establish efficient work procedures to meet objectives; Able to form the right structures and teams to enhance productivity
* **PRESENT SKILLFULLY:** Able to prepare and deliver clear, effective, and professional presentations
* **BE STRAIGHT-FORWARD:** Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptive
* **WRITE PROFICIENTLY:** Able to convey information clearly and effectively through both formal and informal documents; Able to write in a well-organized and concise, yet complete, format; Able to use vocabulary appropriate for the audience; Able to constructively review and edit the written work of others
* **ADAPT:** Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements
* **PROFICIENT COMPUTER USER:** Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system
**JOB QUALIFICATIONS: Education & Experience Requirements**
* Bachelor's degree (B.S.) in economics, operations, accounting, or marketing required
* 5-8 of progressively responsible experience including Voice of Customer methods, customer satisfaction, consumer insights, or market research
* Experience with EFM platforms such as Medallia, Confirmit, Mindshare, or similar strongly preferred
* Formal training in Six Sigma, Continuous Improvement, or Quality tools preferred
* Possess math skills sufficient to perform required duties
* Or an equivalent combination of education, training or experience
**PHYSICAL REQUIREMENTS**
* Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
* Ability to stand and walk up to 8 hours a day; Ability to stoop, bend and lift boxes weighing up to 50 lbs.
* Ability to hear and verbally communicate using a telephone handset and/or connected headset device
**WORKING CONDITIONS**
* Regular business hours. Some additional hours may be required.
* Travel requirements: Approximately up to 10%
* Climate-controlled office environment during normal business hours.
* Regular attendance and punctuality required
* May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy
**DISCLAIMER**
The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job.
**Equal Opportunity, Affirmative Action Employer**
PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.
It is essential for us to work in an atmosphere of friendly cooperation; it is your responsibility to:
Ask your direct supervisor for an explanation of anything you do not understand.
Attend Orientation class and any required training sessions.
Read your job description and Associate Handbook; sign the required acknowledgement documents and return to HR.
Ask any questions about these items as well as any information given

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