Customer Experience Quality Assurance Director Jobs

* Knowledge and experience in account management, order processing, fulfillment procedures, sales, and logistics.

* Defining and optimizing customer experience lifecycle, owning end-to-end order management.

* Strong management and leadership skills, with communication and interpersonal skills to motivate leaders and team members.

* Working with sales management to align strategies, coverage plans, and account dynamics.

* Bachelor's degree with 5-7+ years of experience leading teams in a customer service or sales environment.

* Managing Product Number Codes and Price Lists.

Excellent time management and planning skills

Experience running ITSM tools (Specifically Incident/Problem, Change, Asset Management)

Certifications in IT Service Delivery, Project Management, or Business Process Analysis

3 years’ experience with Project Management and/or Business Process Analysis

IT Governance, Partner Management, Metrics and Reporting, Service Management, and Operational Planning and Management

3 years’ experience working in a higher education setting

Skilled Investigator . You understand the root cause of problems. You backup your investigation with data and measure the results.

Leader . You have experience leading quality initiatives, projects, and have experience leading QA individuals and teams.

Problem Solver . You are detailed driven and can identify, analyze, and solve challenging problems

Risk-Averse . You can evaluate and design a testing approach to mitigate risk while ensuring adequate coverage.

Test . Use your customer and system understanding to create a risk-based testing approach and plans.

Automate . Help align automation with the speed of development. You make informed decisions on what, how, and when to automate.

Develop and manage an inspection process to ensure campsites are up to Ramble standards throughout the season.

Manage daily housekeeping/groundskeeping staff; in addition to attracting/retaining staff when needed, this includes posting ads on craigslists for example.

Manage daily housekeeping/groundskeeping staff schedule for the campground.

Manage and field customer services requests through Zendesk and other channels in a timely manner.

You have at least 5 years of experience managing multiple facilities simultaneously.

You have experience with Zendesk or similar customer service ticketing system.

Strong organizational and project management abilities.

Proficiency in customer experience management tools and platforms, Gladly a plus

Develop, manage, and execute customer experience strategies to drive customer satisfaction, NPS, and intense affinity for ROKA

Audit, recommend, and implement tools/techniques/technologies to manage and measure customer experience

Demonstration of a high level of organization with very strong attention to detail, data management, and reporting insights

Map customer journeys across categories and products to develop priorities for customer-facing teams and digital experiences

·Provide direction on optimum set-up, processes and practices for capability management across deliverables across markets

·Cross-disciplinary sales, marketing and medical communications asset production and process management

Hybrid work schedule in East Hanover, NJ (3 days/week onsite; 2 days/week Remote)

·Act as expert on staffing model to support efficiency to upskill and coach operations colleagues globally

·Experience in enabling the connection between strategy and execution

·Coordination of insights gathering across sources

Prior supervisor experience and strong leadership skills.

In collaboration with the Vice President, develops the objectives, strategies and directs the execution of Coach’s signature brand and store experiences.

6+ years’ experience in directing events, brand experience and retail marketing programs.

Our Competencies for All People Managers

Americans With Disabilities Act (ADA)

Negotiates with venues, partners, vendors to secure rates and fees that enhance budgets.

Analyze market and competitive trends in CX, to ensure 3E provides exceptional and differentiated experience

Drive consistency and coordination in client experience, across partners, products and geographies

Advise and support CX Advocates / project managers during execution

5 - 10 years’ of related work experience in customer experience, customer success

5-10 years’ hands-on experience leading, coaching, and mentoring cross functional teams

Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

Proficient in customer experience management tools, AI models, CRM systems, and customer feedback platforms.

Your qualifications and experience should include:

Establish and evangelize standards and best practices to ensure the best customer experiences possible.

12+ years in customer experience or loyalty, preferably in subscription services and/or consumer software.

Strong leadership skills with the ability to motivate and inspire cross-functional teams.

Excellent communication and interpersonal skills.

Loyalty program experience, with emphasis on customer management, engagement, satisfaction, and retention

Strong project management skills with the ability to influence cross-functional teams and re-direct tactics as necessary to execute.

5+ years of experience leading a team.

Must be experienced as a Marketing Strategist with strong consumer facing experience building holistic plans/initiatives quarterly

Experience supporting marketing initiatives across multiple brands

Strong passion for managing and mentoring marketing professionals, developing their skills and careers.

Experience working with Quality Management Systems (QMS)

Demonstrate time management skills and strong analytical skills

Develop quality management strategies for service center operations, including standards, scorecards, training & development, performance metrics, dashboards, etc.

Support escalation management resolution and trending with key internal partners.

Collaborates with Training and Development to define training requirements needed to support quality for both new hires and current team.

Develop quality platform experience using NICE solutions