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)

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

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

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

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

What you need to succeed (minimum qualifications)

What will give you a competitive edge (preferred qualifications)