- Friday, 7 am 4 pm PSTMinimum years of experience:2 3Ideal years of experience:3 5Type of experience:Critical
- Building, executing, and/or improving the holistic customer experience in the US SMB market focusing on high volume, small ticket items.
- Proven track record of designing and improving successful voice and non voice customer journeys.
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Manager Customer Experience
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Manager Order Experience
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Customer Experience Manager - Xico, México - Tj Bpo
Descripción
We are seeking an experienced and dynamicManager, Customer Experience to join our company.The Customer Experience Manager is a key strategic and functional leader who is responsible for enhancing the customer experience across our customer's journey and driving improvements through cross-functional teams to deliver a world-class customer experience.
About UsAt TJ BPO, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.Minimum RequirementsBachelor's degree or equivalent work experienceExperience (3-5 years) in a Customer Experience role building, executing, and/or improving the holistic customer experience in the SMB market focusing on high volume, small ticket items.
Proven track record of designing and improving successful voice and non-voice customer journeys.Experience with call center operations including operations in PH and MexicoMust be highly organized, collaborative, and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines.
Sound business judgment, a proven ability to influence others, analytical skills, and a proven track record of taking ownership and delivering results.
Strong attention to detail and a desire to make a difference.ScopeDrive the deep understanding and optimization of the customer journey and holistic customer experience to increase customer satisfaction resulting in decreased churn.
Use customer insights and other data sources to identify, prioritize, and facilitate cross-functional initiatives that drive improvements to the customer experience.
Define, validate, implement, and manage pilots and programs focused on removing friction within the customer journey.ResponsibilitiesDeliver strategic recommendations to CS Leadership highlighting the current state of the customer experience, risks and opportunities.
Proactively develop strategies, set priorities, and operationalize approved changes to optimize the customer journey through partnership with peers across CS and other departments.
Build and manage a scalable VoC program with multiple customer listening posts to gain invaluable insights into customer risk.Drive transparency, accountability and action to improve the customer experience.
Lead a team focused on the continuous improvement of the customer journey including operational support, theory testing, VoC, data analytics, and customer enablement.
Work closely with cross-functional teams to drive successful cross-functional alignment and action to improve the Customer Journey.Work with leadership to define, test, launch and scale initiatives that deliver positive outcomes to customers and the business. .
Other duties as assigned by the VP, Customer SuccessWork Conditions:
Remote Full-time, Monday
Critical
Minimum education level/or compensation:
Bachelor's degree or equivalent work experienceCompensation - Base + Monthly BonusKey Performance Indicators>90% Gross Revenue Retention1% increase in MoM LTVx% improvement in MoM Customer Health (baseline TBD)
NPS >55%Company ValuesGet Stuff Done, Deliver Results, Own ItDirectly Communicate, Fiercely CollaborateInnovate Always and in All WaysDomain Experts, Company ExpertsGrowth:
Customers, Company, PeopleAt TJ BPO, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication.
Join TJ BPO and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins.
To apply, please submit your resume outlining your relevant experience.
We look forward to reviewing your applicationNote:
Only shortlisted candidates will be contacted for further evaluation. Back to all
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