• Supervise the daily activities of employees in department of responsibility, including but not limited to motivation and recognition, administering performance appraisals, progressive discipline, staffing, payroll and time off approvals, ensuring adequate initial and ongoing training, and ensure adherence to company and departmental policies, procedures, and standards
• Properly triage customer issues and ensure they are responded to in a timely manner
• Review post-travel feedback surveys and action accordingly
• Exercise judgment within broadly defined practices and policies in making issue resolution decisions that positively impact customer relations and future product sales opportunities
• Act as point of escalation for the team and assist with troubleshooting new and difficult situations
• Work on complex problems where analysis of situations or data to determine a customer-centric resolution requires an in-depth evaluation of multiple variables and factors
• Implement system to track key aspects of issues including timeliness of resolution and data that can influence changes to policies/procedures to reduce future complaints on same issue to improve customer satisfaction
• Prepare issue analysis, status updates, and special reporting to management on a regular basis
• Implement agent interaction audit program to monitor quality of interactions with customers
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to consistently achieve them
• Engage appropriate resources outside of department of responsibility to obtain issue resolution
• Establish timely and clear, task and project expectations
• Maintain frequent communication with all levels of client interaction (Reservations, Reservations Support, Air Help Desk, etc.) to ensure proactive, solution-oriented problem identification and resolution
• Recommend/take action to direct the analysis of and solution to customer problems

Skills: Team Supervision, Issue Triage, Feedback Analysis, Decision-Making, Escalation Management, Problem Analysis, System Implementation, Quality Monitoring

• Develop end-to-end customer experience strategy
• Define and implement customer experience framework for customer service agents’ day-to-day operations
• Define capabilities needed for customer service agents in customer experience area, build comprehensive training plan and core curriculums ensuring the capabilities are achieved and being monitored on regular basis
• Establish communication channels and mediums through which customers reach out to a company and vice versa
• Use customer experience tools, eg. customer journey maps, to identify ‘touch points’ key for the experience
• Build and maintain good relationship with external and internal customers
• Monitor services provided by the Customer Services to local stakeholders
• Provide input to customer service standard processes such as master data management, sales order processing, queries and complaints management, supply chain issue management ensuring these are aligned with the customer experience strategy
• Provide input and drive implementation of changes within customer service and customer supply chain ensuring customer experience is built into these
• Define customer experience key performance indicators (KPIs) and implement process of reviewing them on regular basis
• Manage and monitor systems and platforms that create the customer experience for example IVR, call logging system and web pages

Skills: CX Strategy Development, Framework Implementation, Training Design, Communication Channels, Journey Mapping, Relationship Management, Service Monitoring, KPI Management

• Receive and review e-commerce orders on a daily basis, partner with the fulfillment warehouse for processing, shipping, returns, and order modifications
• Build out KPI reports on UX patterns, NPS metrics, customer care volumes, packaging scores, and warehouse efficiency
• Provide recommendations to improve processes, resolve recurring customer issues, and achieve conversion and operational goals
• Fraud Management investigation and analytics
• Coordinate with the Customer Care Team to handle orders, inquiries, and escalation
• Deliver optimal post-sale experiences by optimizing order tracking, return, and exchange processes through system enhancements
• Proactively clientele customers to deliver an exceptional customer service experience
• Optimize workflows to reduce handling time, improve the speed of sending, improve undeliverable metrics, decrease return rates, and scale projects in the pipeline
• Actively partner with 3rd party vendors like UPS and credit card providers to manage chargebacks and disputes.
• Build out procedures and policies to improve efficiencies with partners and relationships with clients

Skills: Order Management, KPI Reporting, Process Improvement, Fraud Analytics, Customer Care Coordination, Post-Sale Optimization, Clientele Engagement

• Meet overall territory revenue goal
• Meet product-specific revenue goals
• Meet instrumentation goals in-line with AOP language
• Retain current accounts and maintain existing spend levels
• Meet menu expansion goals and support complex technical sales
• Maintain and manage above average NPS scores
• Strategically plan and conduct sales calls
• Retain current accounts and identify menu expansion opportunities
• Ensure timely and accurate forecasting and reporting, and support of enablement initiatives
• Partner with cross-functional teams to identify, resolve, and QA site issues related to Customer Care and Account experiences

Skills: Territory Revenue Goals, Product Revenue Goals, Instrumentation Objectives, Account Retention, Menu Expansion, NPS Score Management, Sales Call Strategy, Forecasting Accuracy

• Design and bring to life the customer experience strategy 
• Identify continuous improvement solutions within the customer experience department to deliver best in class customer experience levels
• Develop customer experience policies and procedures in response to business and regulatory needs
• Collaborate with stakeholders from all departments to improve the delivery of the experience provided to the customer
• Handle complex and escalated customer experience enquiries 
• Manage, monitor, inspire and motivate call centre agents to maximise output and potential
• Manage external agencies to ensure business needs are clearly communicated and realised by taking a pragmatic approach
• Assess service statistics and prepare detailed reports on findings
• Hire and train new customer service personnel
• Manage and optimize KPI’s
• Work with Reservations and related departments on engaging the appropriate internal resources to reduce customer complaints through process improvement and training.
• Drive overall team effectiveness by monitoring morale, work quality, and prioritizing team assignments
• Identify and implement team enhancements in order to continually improve service and streamline processes

Skills: CX Strategy Design, Improvement Solutions, Policy Development, Stakeholder Collaboration, Inquiry Handling, Call Center Oversight, Agency Management, Service Analysis

• Lead and support the acceleration of the CX transformation across the enterprise
• Management of the governance of the Customer Experience Neighborhood, driving re-imagination of priority end-to-end journeys based on identified top customer pain points
• Supporting teams in the development of future state experiences and related roadmaps
• Establishing modern process, tools, and structures to enable effective reinvention of the customer experience.
• Primarily responsible for the governance of the Customer Experience Neighborhood and the creation of best in class Customer Experiences by working with all channels and customer touch points across business units. 
• Provide thought leadership in the development and execution of enhanced practices, processes and policies which support the achievement of a best in class customer experience, with the outcome of high net advocacy results from customers. 
• Serve a key role in the ongoing focus of Bank of the West to expand customer-first approach to banking. 
• As an advocate for the customer, examine Bank's customer journey and touchpoints so that experience can be improved and standardized. 
• Use customer insights to help inform decisions to improve customer's experiences.
• Ensure accurate records are maintained and all customer service activities and discussions are properly documented

Skills: CX Transformation Leadership, Experience Governance Management, Team Support & Development, Modern Process Establishment, Thought Leadership, Customer-First Advocacy, Customer Insights Utilization, Record Maintenance

• Responsible for leading team of Customer Service Managers and Associates through continuous training and coaching with the number 1 goal of growing sales.
• Oversee and be involved in all areas of Customer Service, Scheduling and Problem Solving while monitoring the staff’s level to create the most positive experience for each and every customer.
• Design and Improve the Customer Experience through understanding each customer and specific needs in industry.
• Responsible for setting a clear vision of the process making it transparent for both the customer and Customer Service team.
• Responsible for overseeing and handling each and every service related issue while building strong relationships with customers.
• Increase customer satisfaction, loyalty and advocacy through follow up, online reviews and customer feedback.
• Drive customer retention, reduce churn and increase customer satisfaction.
• Guide the Customer Service team in effective client issue resolution and handle any escalations.
• Test new strategies for driving customer value.
• Actively be involved in recruitment, hiring and potential termination.
• Responsible for holding all employees accountable for actions and performance.

Skills: Sales Team Leadership, Service Oversight, Experience Design, Process Clarity, Relationship Building, Satisfaction Enhancement, Issue Resolution, Strategic Recruitment

• Lead the CX roadmap including the development, coordination, and execution of customer experience initiatives to accomplish measurable business outcomes
• Define near and long-term strategy for analyzing customer feedback and bringing the 'voice of the customer' to the business
• Drive and facilitate customer journey mapping across varying stages, channels, and touchpoints
• Champion and educate organization about Customer Experience ethos, its impact on customers, and ability to deliver significant competitive advantage
• Establish CX metrics and listening points to integrate VoC into the decision-making process. 
• Collaborate with relevant functions to act upon insights and improve customer relationships, satisfaction, and loyalty
• Own the Order to Cash Cycle: Map the Order to Cash (OTC) Cycle for the business and build, develop, and lead a regional team of Order Management professionals to optimize the current OTC process
• Guide and direct team towards achieving operational goals such as accurate order entry, timely response to requests, and meeting quality and compliance standards
• Serve as a point of escalation between team and other departments to resolve issues
• Drive the continuous improvement of the OTC process to maximize organizational efficiency that increase customer satisfaction, overall team efficiency and profitability
• Define, track, manage, and continuously improve Sales Operations team results/metrics
• Recruit, manage, coach, and develop associates and nurture an environment where can excel and achieve objectives and personal growth
• Provide ad hoc information and insights support to key stakeholders
• Work with CX and CS partners across Danaher to share best practices and build relationships

Skills: CX Strategy Development, Customer Journey Mapping, CX Education & Advocacy, CX Metrics Integration, Cross-Functional Collaboration, Order to Cash Management, Team Leadership & Development, Continuous Process Improvement

• Evaluate customer experience and customer service operation improvement opportunities, prepare business cases, present preferred options, and gain alignment from key stakeholders and service leadership on chosen option for managing key experience objectives
• Aid in the development of the Customer Experience Strategy by working closely with Customer Service and Consumer Marketing leadership teams to set a vision for customer success and create seamless omnichannel experience to deliver higher customer satisfaction
• Create a Customer Experience Tactical Plan & Road map that prioritizes projects/initiatives that need to be executed in alignment with business objectives
• Identify industry trends and bring the best practice to the customer experience organization
• Demonstrate effective change leadership, builds strategic partnerships to further departmental and organizational objectives
• Effectively identify and mitigate under-performing programs and services. 
• Facilitate efficient management of program lifecycle closures, including ramp-downs
• Anticipate and understand key challenges and opportunities within customer service, identify the root causes and develop plan to address with the customer service leadership team
• Interact internally and externally with executive level management, customers, vendors and/or suppliers
• Work with marketing teams to enhance content to address customer experience challenges and opportunities
• Manage the customer experience analytics platform and leverage cross-channel intelligence to identify and create programs to align brand promise and customer experience
• Improve process in which customer feedback is analyzed to help drive service delivery enhancement and improve efficiency
• Provide feedback and inputs to global customer experience managers by facilitating experience sharing / exchange across the globe
• Responsible for tracking and reporting service optimization status and progress to Management and Senior Staff.
• Coordinate across functional areas, business units, and/or geographies to achieve the company or area goals

Skills: CX Evaluation & Improvement, Strategic CX Planning, Change Leadership, Program Management, Executive Stakeholder Interaction, Customer Experience Analytics, Global CX Collaboration, Cross-Functional Coordination

• Responsible for shaping the customer experience strategy across the business
• Own the customer journey, looking at all customer touch points with a view to review and put forward recommendations to drive positive change
• Work with and influence key stakeholder who have both direct and indirect impact on the customer journey, aiming to improve customer experience scores
• Ensure that customer experience is a key priority across the business, providing training to various parties to help improve knowledge, understanding and importance of CX best practise
• Interpret all available data, information and insight around CX, making recommendations that will drive improvements
• Use and keep up to date with CX methods and best practise
• Work closely with customers to understand pain points with a view to drive changes that will improve customer relationships and retention
• Work with sites to share best practise and create consistency across the entire business operation
• Help all colleagues understand how roles and actions can have an impact on the customer supply chain
• Collaborate with the Sales Team on RFP responses
• Support Sales with technical inquiries from prospective and existing customers
• Write Scope of Work for new projects

Skills: CX Strategy Development, Customer Journey Ownership, Stakeholder Influence, CX Training Facilitation, Data Interpretation & Recommendations, CX Best Practices Application, Customer Retention Improvement, Collaborative Project Writing

• Strong analytical skills and reporting ability (Excel, G-suite, Zendesk, Periscope)
• Proven ability to surface insights to help decision-making and design/track/improve key KPIs
• Proven ability to build and maintain a successful, motivated and high performing team
• Experience in managing a service ticketing solution (Zendesk preferred), LiveChat and VOIP telephony system
• Hands on, well organized and process driven with strong project management skills
• Flexible, highly resilient, and exceptional communicator 
• Able to disseminate ideas in a clear, concise manner
• Knowledge of the financial services industry (payment processing, Know Your Customer, financial compliance, etc.)
• Consumer marketplace experience

Qualifications: BS in Information Systems with 4 years of Experience

• Management experience in a service-oriented environment or equivalent, including building out teams and supervising organizations of supervisors and 50+ associates
• Have proven experience with CRM applications and leveraging technology to optimize customer experience operations
• Have a passion for continuous improvement, data-driven decision making, ongoing learning, and testing new ideas
• Comfortable adapting to rapidly shifting goals/priorities and navigating teams through change
• Excellent communicator, across all levels and mediums
• Motivating and inspiring a team to work towards a common goal
• Have experience managing teams virtually and keeping associates engaged
• Strong performance in B2B sales environment. 
• Ability to deliver results while working in a highly independent and fast-paced team environment

Qualifications: BA in Human Resources with 8 years of Experience

• Experience in progressive responsibility in a Customer/User experience role.
• Superior relationship-building, communication and negotiation skills within cross-functional teams and client stakeholders.
• Strong leadership, strategic thinking and practical organizational planning skills.
• Possess a clear understanding of branding, strategic and marketing considerations.
• Expertise across all facets of human-centered design and user experience.
• Compelling presentation skills to build and share inspiring visual stories.
• Practical understanding (including capabilities and limitations) of current technologies used to build rich experiences.
• Experience translating user research, analytics and best practices into solutions.
• Analytical problem solver, capable of solving new problems with new solutions
• Experience in management consulting, finance, private equity, technology and/or a related field

Qualifications: BS in Hospitality Management with 6 years of Experience

• Experience in CX management and driving overall business roadmaps
• Prior experience working with subscription-based services
• Expertise in customer journey, dashboards, and retention marketing
• Excellent written and verbal communication skills
• The ability to work in a fast-paced environment
• Experience in customer experience
• Deep knowledge of Gorgias or other customer experience systems
• A customer-first mindset and a goal to problem-solve 
• Fluent English, other European language 
• Great ability to influence and drive collaboration and networking.
• Self-starter and ability to work independently

Qualifications: BA in Sociology with 4 years of Experience

• Experience in customer-facing, account management or strategic consulting.
• Familiar with working with enterprise government and commercial customers and “C” level executives.
• Ability to communicate complex technology-related business issues to audiences with a varying range of technical expertise.
• Demonstrate experience growing (farming) business with customers.
• Proven influencing skills and the ability to build relationships at all levels.
• Proactive team player with innovative ideas to inspire customer loyalty.
• Exceptional verbal, written, presentation and interpersonal communication skills.
• Well-developed financial management skills.
• ITIL Foundation v2 and v3 or expert certification.
• Experience in laaS, Paas, Saas, Enterprise Architecture and Modelling.
• Experience in mining, oil and gas sectors

Qualifications: BS in Public Relations with 5 years of Experience

• Customer Service experience and management experience
• ERP system experience (SAP and Business Explorer)
• Experience in the commercial/industrial electrical industry
• Management experience in a customer service support environment
• Thorough knowledge of various channels to market and familiarity with selling through manufacturer’s representative, distribution, and factory direct sales forces
• Experience with customer CRM development/deployment
• Extensive knowledge of e-commerce technology and sophisticated analytics
• Expertise with ERP systems and industry best practices
• Able to work in a fast-paced environment, under pressure and within project deadlines.
• Ability to identify new areas of opportunity beyond current organizational thinking

Qualifications: BA in Psychology with 5 years of Experience

• Experience in senior leadership role, operational knowledge in logistics and 4PL products
• Proven and sustained track record of delivery, with a focus on driving results through others.
• Excellent communication skills and the ability to communicate confidently
• Ability to work in a matrix organization and influence decision makers.
• Experience in working with a wide variety of complex operational and commercial challenges.
• Customer-facing and interaction skills with a level of customer orientation
• Good planning skills and the ability to work under pressure to deadline
• Customer systems, PBX, CRM, Workforce Management Systems, Quality Monitoring Systems, etc. Negotiation and interpersonal skills, leadership skills
• Analytical, organizational and motivational skills
• Experience interactive problem-solving

Qualifications: BS in Communications with 6 years of Experience

• Prior supervisory/managerial experience is mandatory.
• SAP SD, Office (Excel and Power Point) previous experience
• Knowledge of other CRM systems will be highly valuated.
• Capabilities to work under pressure, problem solving mindset and emotional intelligence to ensure teamwork and deliveries.
• Strong business acumen, pragmatism and solid execution capabilities.
• Excellent communication skills and digital mindset.
• High level of English 
• Have a track record of leveraging data to inform a CX strategy.
• Excitement to tackle the nitty-gritty tasks that come with being at a startup to get the job done.
• Experience in a customer facing role, ideally at a mission-driven startup
• Proven experience in relationship management, project management, and people management

Qualifications: BA in Business Administration with 8 years of Experience

• Thinking outside the box & creating a surprise and delight mindset throughout all customer care team
• Excellent verbal and written communication skills.
• Have strong analytical and decision-making skills.
• Be a strong problem solver who has the ability to break down problems into steps that will drive inputs into product development
• Experience as a Customer Service Supervisor or Consumer Technical Support Management Role 
• Experience managing front line employees
• Experience in Zendesk, CRM, other customer service related applications
• Strong proficiency in Microsoft Office applications
• Experience implementing & managing holistic customer service tools
• A positive, empathetic and professional attitude toward customers at all times

Qualifications: BS in Marketing with 5 years of Experience

• Previous call center management/support desk management experience
• Evidence of strong people, team leadership, and management skills
• Real attention to detail and curiosity
• Excellent organization skills with the ability to multitask
• Tech-savvy and a good understanding of IT systems
• Experience with Zendesk / Freshdesk (or similar ticketing systems)
• Ability to manage competing timelines and priorities
• Proactive and able to take initiative
• Hard-working and self-motivated
• Able to work in a fast-paced and challenging environment

Qualifications: BA in Advertising with 4 years of Experience