Customer Success Manager (REMOTE) Job at Advantage xPO
SUMMARY
The Customer Operations Manager – Support Services is responsible for the day-to-day management of PCNA’s core service functions including call center, service email, chat and call monitoring functions (both domestic and off shore). This role also has key ownership of managing our PCNA offshore service support division including quality, pricing, resource management as well as management of quality and operational SLAs. This position is highly focused driving a consistent PCNA service experience with a goal of keeping PCNA established as a service leader within the promotional products industry.
FUNDAMENTAL DUTIES – PCNA Service Areas
- Supports PCNA culture and mission to be an employer of choice and is responsible for maintaining consistent service performance and quality with assigned work group.
- Manages a domestic department consisting of supervisor level leaders and a front line team of approx. 75 to 200 FTEs.
- Manages associated offshore processes to make sure productivity and quality metrics are being met consistently and in line with PCNA service expectations.
- Supports organizations service platform and responsible for maintaining consistent service performance and quality with assigned work group.
- Creates strategic team initiatives, tools and strategies to achieve service excellence measured by key KPIs such as NPS and CSAT.
- Develops and manages processes to drive productivity and efficiencies within work group.
- Leads service quality efforts associated with calls and emails across Customer Operation’s customer facing functions including establishing service expectation guidelines and benchmark for monitoring, developing scorecards and driving improvement efforts with other department leaders through established feedback process.
- Manages personnel including time card sign off, evaluations, interviewing and hiring, discipline and terminations, as well as ongoing performance tracking and coaching.
- Continually analyzes service systems and structure to identify areas for future improvement.
- Maintain detailed knowledge of the daily mechanics of all Customer Facing areas including but not limited to Account Managers, Order Processing Specialist and Customer Service Representative positions within all PCNA facilities.
- Assist with development and implementation of training initiatives and associated materials to ensure that performance benchmarks and quality assurance goals are achieved.
- Closely monitor new hire performance once released from training program and provide appropriate performance feedback.
- Maintain accurate and up-to-date record keeping, in compliance with all departmental and administrative requirements, policies, and procedures.
- Manages the negotiation of RCMs with customers and other department managers while keeping both company and customer satisfaction in mind.
- Builds and maintains successful working relationships with other areas of Customer Operations as well as with cross-functional departments (Sales, Order Processing, Art, Production, Distribution, Marketing, Production Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction.
- Prepares and runs staff meetings on monthly basis.
- Supports staff engagement activities and promotes a fun but effective work environment.
- Supports all PCNA organizations
- Participates in determining department budgeting and cost management process
- Manages and supports all HR related needs associated with direct reports
- Participates in cross-functional team meetings and project that has customer-facing impact
FUNDAMENTAL DUTIES – PCNA Offshore Support Services Division
- This Customer Operations Manager – Support Services position also manages the relationship with our PCNA Offshore Support Services Division which supports several Customer Operations functions.
- Responsible for managing the overall relationship and structure with our offshore partner(s) which includes but is not limited to working to establish service and operating expectations and SLAs, contract preparation, manage resource allocation and training protocols, support pricing management and negotiation as well as managing overall quality.
- Works with other functional leaders to manage day to day processes supported through the PCNA Offshore Support Services Division.
- Serves as escalation point of contact for problem resolution when functional leaders cannot resolve.
- Works to identify and eliminate operational challenges through routine audits that will lead to reduced costs and improved scalability all while upholding quality and service expectations.
- Assists in identifying new workflow opportunities to achieve improved quality and efficiencies.
- Coordinate with Vendors and PCNA functional areas for PCNA onsite training during new system deployments or the onboarding of new vendor.
- Responsible for monthly audits, approvals and submission of vendor invoicing.
SKILLS AND KNOWLEDGE
- Seasoned Operations Leader that possesses a strong working knowledge of transactional focused service operations and demonstrated experience in Customer Service, Quality Assurance and Financial Analysis / Forecasting
- Ability to communicate clearly, concisely and professionally to gain results as well as ability to know when and how to communicate to specific team members for most positive outcome
- Ability to handle multiple projects and deadlines in a fast paced ever-changing work environment
- Exceptional coaching and mentoring skills
- Proven leadership skills
- Ability to manage a diverse workforce and continuously promote employee engagement
- Ability to manage employees in a virtual environment
- Ability to hold self and others accountable
- Creative problem solving skills
- Demonstrated process oriented mind-set
- Portrays professionalism, flexibility, and accuracy in every decision
- Demonstrates accountability for individual actions and overall performance
- Decision making skills.
- Strong multi-tasking skills
- Excellent interpersonal skills
- Excellent organizational skills
- Proficient in Microsoft applications including but not limited to Outlook, Word, Excel, Salesforce and PowerPoint
MINIMUM QUALIFICATIONS REQUIRED
- BS or BA in Business Management, Operations, and/or Customer Service along with a minimum of 5 years related experience managing a customer facing operation.
OR
- Minimum 10 years related experience, with at least 5-7 years leading front-line customer facing operation.
TRAVEL REQUIREMENTS
- Must be available to travel to support satellite locations (domestic and in Canada), attend shows and customer visits when needed.
- Must be available for international travel to offshore vendor locations. (1-4 times per year)
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