Manager, Customer Experience

Job description

**Job Track Description:** - Assists others in achieving goals. - Manages performance appraisals and pay reviews. - Manages training for 3 or more employees. - Manages hiring and termination actions. - Requires broad technical expertise and company/industry knowledge. - Is accountable for program management functions. **General Profile** - Accountable for team performance and results. - Manages professional employees and/or supervisors. - Adapts plans and priorities based on resource and operational challenges. - Takes action based on policies, procedures. - Receives guidance from managers. - Provides technical guidance to employees, colleagues, and customers. **Functional Knowledge** - Understands and applies concepts in the field of expertise. - Has growing knowledge of other disciplines. **Business Expertise** - Translates strategy and priorities into work product. **Impact** - Positively impacts the level of service. - Impacts the team’s ability to meet quality, volume, and timeline targets. - Guides based on policies, resource requirements, budgets, and business plans. **Leadership** - Builds team engagement to meet service and operational challenges. - Provides recommendations for OT, operational expenses, and rollup data. **Problem Solving** - Resolves technical, operational, and organizational problems. - May take part in solving problems across a matrix. **Interpersonal Skills** - Guides and influences internal and external customers, or agencies. **Responsibility Statements** - Manages team members to deliver SLAs. - Manages revenue optimization and reduction of penalties. - Delivers quality, productivity, and compliance KPI reports. - Coaches team members for continuous development. - Identifies process improvement opportunities and deploys action plans. - Manages delivery strategies and service line penetration. - Performs other duties as assigned. - Complies with all policies, procedures and standards.