Job Description

Overview:
Position Summary:
The Manager, Customer Experience leads the organization's customer service operations, ensuring seamless communication and technical troubleshooting for a superior customer experience. This role demands exceptional attention to detail and a customer-first mindset, as the individual will mitigate the business impacts of outages, rebates, and churn. With a blend of technical expertise and team leadership, this position is pivotal in maintaining service excellence and customer satisfaction.
Key Responsibilities: * Customer Experience Management:

• Act as a champion of customer satisfaction, spearheading initiatives to enhance service quality.
• Collaborate closely with customer care teams to address and resolve service issues effectively.
• Process Champion:

• Design, implement and manage all processes supporting the continues improvement and operations of customer support and its operations.
• Work with cross-functional teams to proactively identify and address recurring problems.
• Build, implement and manage methodologies to improve the efficacy of the support operations.
• Performance Monitoring and Reporting:

• Establish and monitor KPIs to measure the effectiveness and efficiency of service support operations.
• Provide regular reports to senior leadership, highlighting trends, successes, and areas for improvement.
• Team Development:

• Build and nurture a high-performing service support team, fostering accountability and continuous learning.

Required Skills and Qualifications:

• Technical Proficiency:

• In-depth understanding of service support technologies and troubleshooting methods.
• Familiarity with service-level agreements (SLAs) and performance metrics.
• Attention to Detail:

• Demonstrated ability to manage complex service operations with precision.
• Strong Time Management:

• Proven capacity to prioritize tasks effectively in a fast-paced environment.
• Education and Experience:

• Bachelor's degree in a relevant field such as IT, Engineering, or Business.
• At least 5-7 years of experience in a service support leadership role.

Leadership Skills: * Crisis Management:

• Maintain composure and provide clear guidance during service disruptions or high-pressure situations.
• Team Leadership:

• Inspire and motivate the team to achieve excellence in service delivery.
• Strategic Thinking:

• Develop long-term solutions to improve service reliability and efficiency.

Core Behaviours:

• Customer-Centric Approach: Demonstrates a strong commitment to understanding and addressing customer needs.
• Problem Solver: Takes a proactive approach to identifying and resolving service challenges.
• Collaborative Mindset: Works effectively with internal and external stakeholders to achieve common goals.
• Resilient: Thrives under pressure, maintaining focus and determination in challenging situations.