Customer Experience Manager, Tpa

United States, Florida, Tampa
Reservations & Cust. Care
21-Apr-2023
Ref #: 20449
How you'll help us Keep Climbing (overview & key responsibilities)
The Customer Experience Manager (CEM) is responsible for providing high quality customer service through leading and motivating a team of Brand Advisors (BA) and frontline specialists (60-70 employees). The successful candidate must be approachable, flexible and visible with an ability to coach and build high performing teams. This position will report to the Engagement Center Manager (ECM).
Summary of responsibilities (not comprehensive of all tasks):
Unlock Potential:

• Ensures the business unit(s) is a fun place to work
• Works with BAs to develop and execute Individual Development Action Plans, mirroring Ontrack intent
• Ensures frontline employee perspectives are included in developing team level recognition programs
• Trains and mentors BAs to engage with employees in an inclusive manner
• Creates an environment that is inclusive of diverse thoughts and perspectives from all levels of employees
• Recognizes business level performance and drives teams to achieve their goals
• Mentors BAs to develop competencies and capabilities

Go Beyond:

• Sets the example of safety leadership in all daily interactions, meetings and events; facilitates implementation of safety initiatives in the CEC
• Accountable for performance metrics in assigned business unit(s)
• Creates stretch goals for the business unit(s) and BAs that ensure they keep climbing
• Responsible for championing solutions generated from the Continuous Improvement (CI) program
• Leads execution of contingency plans for IROPs or other operational challenges
• Coaches and mentors BAs to demonstrate ethics, consistency and integrity in the organization
• Demonstrates intentional recognition to celebrate team objectives for the assigned business unit(s)

Connect:

• Identifies and communicates potential impacts to employees with changes to procedures, to both local and GO leadership
• Responsible for creating and delivering the majority of content and communications in monthly team meetings
• Ensures the line of communication is open between specialists and all levels of management in the center
• Responsible for developing communication strategy of initiatives and messages that impact assigned business unit(s)
• Highlights how business unit(s) achievements impact the entire operation, division and company with a sense of pride and feeling valued
• Always stays authentic and allows others to be authentic
• Demonstrates the way we treat employees with respect and empathy and ensures BAs are addressing specialists with empathy through intentional observations and coaching
• Ensures business unit(s) understand corporate initiatives and messages

Chart the Course:

• Consistently communicates how local decisions and actions need to be aligned with what is best for DL
• Champions Continuous Improvement and leads the team through change management as the division evolves. Participates in strategy sessions on a local and divisional level
• Leverages the leader tools (specialist and leader dashboard and speech analytics) to determine priority focus areas
• Speaks to individual and corporate priorities regarding the impact of reliability and potential needs for OT/DT that encourages commitment, accountability, and participation from employees
• Responsible for sharing best practices and initiatives across the business unit and the LOB
• Develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being
• Ensures (track and champion) specialists from the business unit(s) are represented in corporate events, listening tours, focus groups and divisional sponsored events

What You Need To Succeed (minimum Qualifications)

• Embraces diverse people, thinking, and styles
• (If transferring internally) Must be performing satisfactorily in present position
• Consistently prioritizes safety and security of self, others, and personal data
• Must be detail-oriented and manage change with an understanding of employee and customer reactions
• Where permitted by applicable law, you have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
• Possesses a high school diploma, GED, or high school equivalency
• Is at least 18 years of age and has authorization to work in the United States
• Candidates for this position should have at minimum a Bachelor's degree or equivalent work experience plus a minimum of 3-5 years of leadership experience
• Must have strong communication skills and knowledge of CEC operationsMust have proven leadership, business acumen and ability to develop high performing teams

What Will Give You a Competitive Edge (preferred Qualifications)
n/a