Customer Experience Manager en PROtect LLC

Description

ROLE

The Customer Experience Manager is responsible for overseeing and enhancing the overall customer journey from Order to Cash, partnering closely with our Operations and Business Development leaders to ensure exceptional service delivery and satisfaction across all touchpoints. This role involves developing strategies to improve customer interactions, analyzing feedback, and collaborating with cross-functional teams to drive customer-centric business processes. The ideal candidate is passionate about customer advocacy, data-driven decision-making, and driving process improvement.

ESSENTIAL FUNCTIONS

1. Work with finance, operations and IT to ensure a seamless customer experience.

2. Oversee team of billing specialists ensuring systems and processes provide for an accurate and efficient invoicing process

3. Develop and montitor key performance indicators to measure success and guide improvements.

4. Identify and address pain points in the customer journey, streamlining processes to enhance efficiency and satisfaction.

5. Identify opportunities for system and technology improvements that can streamline the process and provide a better customer experience.

6. Become a SME on current systems to help train/guide employees.

7. Other duties as assigned. 

Requirements

QUALIFICATIONS

Education/Certification:

Degree in Business, Supply Chain, Communications or related field; or demonstrated career experience in a relevant field

Required Knowledge & Experience: 

5+ years of experience leading Business Operations capabilities, which could include Order-to-Cash, Procure-to-Pay, or similar business processes Demonstrated experience leading and building a team

Excellent knowledge of Microsoft Office Suite required.

Skills/Abilities: Excellent written and verbal communication skills.

Must be able to multi-task, maintain organization, and operate in  a fluid and fast paced environment.

Must be a task-oriented team player with initiative.

Passionate about employee development and supervisory responsibilities

Solid customer service abilities.

Sound reasoning and decision-making skills.

Strong attention to detail.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Ability to speak effectively and communicate clearly. 

Average Hearing: Ability to hear average conversations.

Repetitive Motion:  The employee is regularly required to type throughout the day as well as stand, sit, bend, kneel, squat, and walk for long periods of time.

Finger Dexterity: The employee is regularly required to use hands to type and maneuver a mouse.

Average Vision: Specific vision abilities required by the job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Strength: The employee must occasionally lift and/or move up to 10 pounds (unassisted).

WORKING CONDITIONS

This position primarily works in an office environment; however, has potential for varied environments that may include off premise work and travel. Constant interaction with co-workers, customers, vendors, and general public. 

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to deal with a variety of variables under only limited standardization. 

Mathematics Ability: Ability to add, subtract, multiply, and divide in all units of measure using whole numbers and common fractions.

Language Ability: Ability to read, analyze, and interpret documents. Ability to communicate clearly. 

PROtect Perks:

• Health, Dental, Vision
• HSA/FSA
• HSA Company Match
• 401K with up to 4% Match, 100% Vested immediately
• PTO
• Free Mental Health Courses and Resources
• Free Financial Coaching Classes/Resources
• Clear Career Advancement Opportunities
• Continued Education Reimbursements
• Relocation/Travel Opportunities
• Referral Bonuses for top talent
• Business Development Bonuses
• Monthly Safety Competitions with Prizes
• Annual Competitions with Prizes