Manager, Customer Experience Jobs

Job Type

Full-time

Description

Purpose

The Manager, Customer Experience is responsible for developing and executing Avelo’s strategy and communication for post travel care, recovery and resolution efforts. Additionally, this Manager will collaborate across teams throughout the organization to drive continuous improvement by identifying standards, processes and performance that result in impactful Customer experiences.

Duties

• Develop and provide appropriate templates for Customer communications and responses for operational events and recovery efforts
• Oversee research and responses to all written disability related complaints; determine compliance and report each occurrence to the DOT
• Respond to all Better Business Bureau complaints by addressing issues and concerns with the appropriate Crew leader
• Develop and provide appropriate reporting of measurable improvements in Customer satisfaction and loyalty
• Identify Customer service concerns, trends and root cause to develop appropriate corrective and recovery processes, standards and tools
• Manage escalated Customer concerns on behalf of Avelo Senior Leadership team

Requirements

Competencies

• Ability to translate complex concepts into consumer-friendly language
• Editing and copywriting in the brands’ tone of voice and maintaining an authentic presence
• Superior command of English language, grammar, spelling, and usage
• Ability to deliver quantitative and qualitative insights
• Strong Customer service skills
• Ability to drive peer influence through collaboration, prioritization and execution of continuous improvement initiatives to continuously elevate Avelo’s brand reputation
• Highly proficient written and verbal communications skills.
• Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
• Critical attention to detail with strong editing and proofreading skills

Behavioral Competencies

• Regular attendance and punctuality
• Organizational fit with Avelo’s core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew
• Flexibility to quickly adjust to unforeseen changes in priorities and workload
• Sense of urgency, strong desire for continuous learning & improvement
• Tenacious in meeting deadlines, well organized, adapt at juggling multiple priorities
• Ability to remain calm and courteous under pressure and navigate tense situations
• Analytical, efficient, and thorough

Basic Requirements

• Flexible and able to work occasional nights, weekends, and holidays
• Able to work from the Avelo Support Center in Houston, TX
• Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
• Able to pass a ten (10) year background check and pre-employment drug test
• Potential need to work flexible hours and be available to respond on short notice
• Legally eligible to work in the country in which the position is located

Education/Experience Requirements

• Experience designing and implementing Voice of the Customer programs and associated data analytics
• Airline or travel industry experience in Operations, Reservations, Customer Care
• Writing samples and/or online portfolio
• Bachelor’s degree in relevant field