POSITION PURPOSE: The purpose of this position is, but is not limited to, leading and managing all operations directly related to our customer’s life cycle, which could include traditional onboarding, specialty onboarding, EDI coordination and customer care. This position is responsible for owning and leading the service experience of our distributors, clients and participants during their respective life cycles. The position includes the direct supervision of people, processes, platforms, projects and process improvements intended to retain customers, drive growth and continuously improve the service experience.
POSITION DUTIES/RESPONSIBILITIES:
- Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care.
- Design and implement customer experience programs, service standards and retention strategies to improve the customer experience journey.
- Define, monitor and continuously improve customer experience metrics, including customer satisfaction, retention, services levels, and operational efficiency.
- Establish performance expectations, service standards and accountability measures aligned with organization goals.
- Provide leadership and direction to managers and supervisors. responsible for our customer’s life cycle.
- Lead strategic retention initiatives, including At-Risk Large Client Processes, developing solutions to improve retention.
- Oversee high-quality customer service delivery to distributors, clients and participants via phone calls, support requests and chats.
- Define and improve functional key performance indicators and service level expectations.
- Measure, analyze and communicate individual resources and departmental performance for continuous improvement.
- Conduct employee performance reviews and set functional direction for performance expectations.
- Manage resourcing and functional budgetary requirements.
- Operate within TASC’s guidelines pursuant to the Employee Handbook and all Policies and Procedures.
- Perform additional duties as requested by Supervisor and/or Management.
POSITION SUPERVISES:
- Customer Interactions Supervisors and Managers
- Manager of Onboarding
POSITIONAL COMPENTENCIES:
- Ability to shape customer relationship management strategies into an improved marketplace position.
- Knowledge of customer experience and life cycle and ability to establish service standards, optimize resources on department needs and provide efficient, high-quality service.
- Ability to analyze customer experience metrics, service levels and operational performance to improve outcomes and support organizational goals.
QUALIFICATIONS:
- Education and/or experience equivalent to a Bachelor’s degree from an accredited college or university with a degree in Business Administration, or related discipline.
- 10+ years of progressive experience in a Customer Services Management capacity; customer experience, account management, customer success or customer service.
- 5+ years of leadership experience managing leaders and customer-facing teams.
- Experience leading customer lifecycle, retention and service delivery functions.
CORPORATE CORE COMPETENCIES:
- Drive Action & Results
- Take on new opportunities with enthusiasm
- Achieve results even in tough circumstances
- Take personal accountability for decisions and actions
- Adapt to Change
- Operate effectively when things are uncertain
- Proactively acquire and evaluate information and adapt approach to match shifting demands/situations
- Rebound from setbacks
- Embrace Innovation
- Create new and better ways to approach challenges and develop solutions
- Learn through experimentation
- Encourage feedback and seek opportunities to work better/smarter/faster
- Show personal commitment and take action to continuously improve
- Create Diversity & Foster Collaboration
- Actively bring, seek, engage, and honor diverse perspectives
- Identify and address barriers to inclusion to ensure equity and center belonging
- Work collaboratively and build partnerships to meet shared objectives
LEADERSHIP COMPETENCIES:
- Communicate Effectively
- Deliver information with clarity and timeliness, and promote a sense of optimism and connection to “the Why”
- Relate to and connect with unique audience needs to ensure clarity and advance understanding
- Gain trust from others through honesty, transparency, and authenticity
- Understand Business Economics
- Know how the business works and how the economics are managed to advance organizational goals
- Interpret and apply understanding of key financial indicators to make sound business decisions and drive appropriate actions
- Influence Others
- Understand and navigate organizational politics and ensure up-front stakeholder involvement in key efforts
- Use compelling arguments and connection to our Ethos, Values and the economic engineto gain support and commitment
- Negotiate skillfully through tough situations and respond effectively to others’ perspectives
- Manage Execution & Ensure Accountability
- Establish clear goals and performance objectives aligned to the business
- Reinforce performance expectations by monitoring work, measuring results and facilitating adjustments when expectations are not met
- Pull people, process and system levers to balance efficiency and effectiveness and meet financial goals
- Follow through on commitments and make sure others do the same
- Make Effective Decisions
- Manage a complex mixture of stakeholder feedback, experience, knowledge, analysis and judgement to make decisions that keep the organization moving forward at pace
- Demonstrate willingness to make difficult decisions in the best interest of organizational sustainability
- Develop High Performing Talent
- Guide and encourage teams to apply diverse skills & perspectives to achieve common goals
- Create a strong sense of belonging & team morale
- Promote continuous learning by providing developmental opportunities that help people meet both career and organizational goals
- Encourage challenging assignments that stretch and build skillsets for future
- Create a “fearless” environment where the act of giving and receiving feedback is accepted graciously as source of fulfillment and success
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While this is primarily a sedentary role, the employee is regularly required to talk and hear. The employee is also required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus.
