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Blue Apron
Austin, TX, United States
**Senior Manager Operations- Customer Experience** at Blue Apron Austin, TX The Senior Manager of Operations (CX) will work closely with the Director, developing and executing strategic initiatives which will build the best-in-class experience for our customers. The ideal candidate will be a sharp multidimensional leader who excels in a colla
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Austin, TX, United States
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Job Source: YETI Holdings, Inc.Five Below
Sunset Valley, TX, United States
At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they’ll
Job Source: Five BelowMotorola Solutions
Austin, TX, United States
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Job Source: Motorola SolutionsBrilliant Earth
Austin, TX, United States
Customer Experience Manager - Austin The Customer Experience Manager will build,leadand mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Conciergesresponsible formeeting quarterly sales targets anddelivering exceptional service to Brilliant Earth customers. As the team’sleader, you will foster an environment of pa
Job Source: Brilliant EarthBrilliant Earth
Austin
Job Description Job Description Customer Experience Manager - Austin The Customer Experience Manager will build, lead and mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets and delivering exceptional service to Brilliant Earth customers. As the team’s lea
Job Source: Brilliant EarthFive Below
Austin, TX, United States
At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they'll
Job Source: Five BelowLogicMonitor Inc.
Austin, TX, United States
**Program Manager, Customer Experience** **Technical Support, Austin, TX, Santa Barbara, CA** LogicMonitor is the leading SaaS-based performance monitoring platform for enterprise IT. We love going to work and think you should, too. **We are customer-obsessed, work as one team, and strive to be better every day**. These are our core values. So it'
Job Source: LogicMonitor Inc.Austin, TX, United States
**Customer Experience Operations Manager**
Customer Experience - Austin, 3300 N. Interstate 35, Austin, Texas, United States of America Req #120 Thursday, December 23, 2021 **THIS IS BLUE APRON**
Chefs around the world wear blue aprons when learning to cook, and for us it has become a symbol of lifelong learning. Our highly motivated group of food enthusiasts are inspired to work on complex business problems with creativity and passion, always looking to learn something new. We take preparation seriously, embrace a spirit of excellence, and put in the extra effort in everything we do. We are thrilled to be part of our customers lives, cooking and creating experiences in their home kitchens. WHO'S IN THE KITCHEN
The Manager for Service will work closely with the Senior Director of Customer Experience, informing and executing strategic initiatives which will build the best-in-class experience for our customers. The ideal candidate will be a sharp multidimensional leader who excels in a collaborative, high-energy, fast-paced environment. This person must be experienced in customer-centric strategies across channels and have a deep perspective of the customer's outlook across all aspects of the business.In addition, to a passion for developing leaders and driving superior performance.
WHAT'S ON THE MENU
* Report, own, and drive performance around our current metrics and KPIs
* Oversee and drive queue management to align with SLA expectations
* Oversee and performance manage Service Supervisors
* Oversee and manage the concierge team
* Oversee weekend operations for National team
* Manage all timesheets, payroll, attendance management, PTO requests, and scheduling
* Collaborate with CX Leadership team to coordinate pull-through of all prioritized projects
* Act as point of floor escalation for all high-priority customer issues
* Investigate different customer-centric solutions and processes to contribute to best-in-class customer experiences
* Understand current service policies and work the the floor to bubble-up and solution gaps and inefficiencies on current processes
* Support ad hoc improvements to CX operational platforms (such as Zendesk, Talkdesk, Insights dashboards, et al.)
NECESSARY INGREDIENTS
* Minimum 3+ years in management position of call center with 40+ full time employees
* Experience with integrating multiple channels (email, phone, social, and chat)
* Proven problem solving skills with a go-getter attitude
* Exceptional written and verbal communication skills, both externally and internally
* Experience with CRM software a must, strong plus if specifically with Zendesk
* Experience with administrative tasks such as payroll and schedule/interval management
* Experience in rolling out new call center technologies and processes successfully
* Ability to identify areas of improvement with existing and non-existing processes
* Ability to understand performance and operational data and help execute improvements / solutions
* Exhibits good judgment and professionalism in all customer and employee management situations
* Understands time sensitivity for issue escalations
* Thrives under pressure; experience working in fast-paced startup preferred
* Mastery of multi-tasking, prioritization, delegation, and meeting deadlines
* Able to execute near-term initiatives and tasks, while planning for future priorities
* Must be resolution oriented
* Understands and fosters an environment of teamwork and collaboration
* Results-driven with a positive attitude
Travel up to 10%, as needed
Blue Apron provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, marital status or veteran status. In addition to federal law requirements, Blue Apron complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. **Other details**
* Job Family Corporate
* Job Function Individual Contributor
* Pay Type Salary
* Customer Experience - Austin, 3300 N. Interstate 35, Austin, Texas, United States of America
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Customer Experience Operations Manager jobs in Austin, TX, United States
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