Sr Manager Voice Of Customer Jobs

Knowledge of business and management principles involved in strategic planning, resource allocation, leadership, and coordination of people and resources.

Competences (Knowledge, Skills, and Abilities):

Stay current on all technology and optimal use within the department provide guidance and motivation all department management and staff.

Manage and resolve exceptions for any in transit or unassigned shipment.

Manage and resolve shipping exceptions for any in transit or unassigned shipment.

Train department personnel in roles or responsibilities regarding logistics processes and procedures.

You have 6+ years combined experience in VOC and Customer-focused analytics and/or consulting. Experience at a high-growth startup is a must.

Headway employees work remotely across the US, with the option to work from our NYC HQ.

Investigate complex issues to determine root cause of technical failures and customer dissatisfaction

Act as the key CX functional stakeholder in new initiative development with cross-functional teams

CX owner of the CX <> Product Feedback model with a focus on efficiency and quality

Collects agent-driven feature recommendations, quantifies impact, and drives adoption with EPD team

Ability to work cross-group and cross-level, and with all levels of management.

Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.

BA/BS degree or equivalent practical experience

Minimum 8+ years business experience in service and experience field.

Expertise in project design, communication skills, driving for results and managing changes.

Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.

Contribute key insights from the customer perspective during the change management process

Issue-tracking & project management software (Jira/Trello)

Preferred experience in fintech and/or personal finance

Leverage your expertise and partnerships to escalate and drive resolution of the most important customer pain points and experience gaps.

Anticipate and address customer pain points and experience gaps prior to feature launches

Be a key stakeholder and potential Product Manager for various cross functional projects

At least 5 years of progressive experience in a call centre management role

Knowledge of call centre technology and experience in implementing call centre systems

Manage and lead the call centre team to ensure optimal performance, providing coaching and training as necessary

Knowledge of Filipino and English of a Native Speaker level

Strong leadership and interpersonal skills

Excellent written and verbal communication skills

4+ years of work experience in management/strategy consulting, customer experience role, program management office, process improvement, or similar setting

Lead management of top priority projects, creating reporting mechanisms on progress and driving projects to successful completion

Support the Senior Vice President in operationalizing strategy across the Palmetto Experience team (75-100 people).

Project manage short-term and long-term special projects, working across internal and external teams to achieve desired outcomes

Uncover opportunities for improvement in operating/financial performance or customer experience, and support pilot initiatives that drive improvement

Executive presence, high degree of professional maturity (comfortable presenting to senior audiences), and strong communication and storytelling skills (slide making required)

Contribute key insights from the customer perspective during the change management process

Issue-tracking & project management software (Jira/Trello)

Preferred experience in fintech and/or personal finance

Leverage your expertise and partnerships to escalate and drive resolution of the most important customer pain points and experience gaps

Anticipate and address customer pain points and experience gaps prior to feature launches

Be a key stakeholder and potential Product Manager for various cross functional projects

2+ years of previous people management experience (preferred)

2+ years of experience with customer experience management platforms and customer feedback program management

4-year college degree or equivalent experience.

Experience working in a Retail/eCommerce environment is strongly preferred

Working collaboratively with cross-functional analytics and insights teams to bring the holistic customer narrative to life

Providing regular reporting and analysis for leadership and the broader organization, with a focus on identifying opportunities to minimize customer friction

Excellent leadership skills with the ability to manage and motivate teams

Manage and lead the revenue operations and sales operations teams, providing guidance and support to drive revenue growth

8+ years of experience in sales operations, revenue operations, or a related sales/marketing field, working in both small and large organizations.

Strong analytical skills with the ability to analyze data and identify trends

Excellent communication skills with the ability to communicate complex ideas and strategies to executive leadership

Bachelor's degree in business, finance, or a related field

Strong Negotiation, Analytical, Prioritization, Interpersonal, Problem-solving, project management, and planning skills

Expertise with expense management and/or managing a P&L

Minimum of 8-10 years of customer selling experience; preferability with CPG company

CPG experience in a direct store delivery environment

Knowledge and deep understanding of the retail industry; preferably within the C&G channel

Compelling interpersonal skills with the ability to craft powerful and persuasive messages

Strong management skills and proven experience

Minimum of 5 years people and process management experience in a Customer Service or Support environment.

Minimum of a bachelor’s degree in technical, business or management fields or equivalent qualifying experience and training.

Act as an effective manager in optimizing and improving the team’s processes, workflows and functions and help with their professional growth.

Prior experience in Public Safety strongly desirable.

Strong analytical, reporting and presentation skills.

4. Although infrequent, flexibility to travel to remote office locations for special projects or support needs.

6. Assist or manage and execute special projects under guidance and direction of senior engineers.

5. Configure and deploy Cisco telephones and voicemail accounts for new hires on a weekly basis.

7. Write and complete technical documentation for end users (training docs) and te

Bachelor's degree or 3-5 years experience in customer/ stakeholder relationship management required

Strong organizational skills, attention to detail, efficient time management skills and consistent follow-through

Propose solutions to optimize client experiences

Strong writing, editing, and communication skills

Partner closely with key Product stakeholders (incl. Product Operations) to support release and planning cadence ceremonies.

Partner with VoC colleagues to inform the evolution of gathering and reporting on customer feedback sources.

Proven leadership and management experience

Manage Strategic Sourcing Processes for Categories including HR, Corporate Service, and IT/ Software

Establish and manage key supplier relations and supplier negotiations

Effectively lead and manage a team

5+ years Indirect Procurement experience

Corporate Services Sourcing Experience Required

3 or more years experience leading teams

Collaborate with cross functional partners to increase customer satisfaction and lessen customer friction points

Coach and develop a team of agents regarding customer resolution best practices

Ability to effectively communicate and drive change

Ability to create compelling presentations to highlight the voice of the customer

History of a dedication to customer satisfaction and driving above average satisfaction while driving down customer service costs

Strong written and verbal communication skills with the ability to adapt style to needs of audience

Strong problem solving, issue resolution, influencing and prioritization skills

Critical thinking skills with analytical and continuous improvement mindset

SAP and Tableau experience a plus

Subject matter expert for assigned customers and customer policies

Drives implementation of review and respond methodologies/5-Star Customer Service

Time management skills and ability to handle multiple projects with competing priorities.

Sr. Manager, Advanced Analytics responsibilities include, but are not limited to:

Design and create compelling presentations and data visualizations to enhance decision making capabilities throughout the company.

We encourage candidates with either a bachelor’s degree or equivalent work experience in a related field to apply.

Strong written, verbal communication and presentation skills.

Excellent interpersonal skills with ability to build relationships and effectively collaborate with partners across all levels of the company.

5+ years of direct people management experience

10+ years of relevant experience in an analytical function

Experience working with customer platforms and data tools (ex: UCM, Oracle Databases, Azure, Identity Graphing, Customer 360, Customer Pipelines, etc.)

Deep interest and aptitude in customer data, and applied knowledge of artificial intelligence and machine learning (AI/ML)

Strong written and verbal communication skills

Ability to develop people, skills in coaching, mentoring, and teaching on the job

Advanced SQL skills, including complex querying and data transformation

Deep dive into demand, conversion, and margin performance

Drive insights that have large financial impacts

Tech Stack: SQL, Excel, Python, Snowflake, Powerbi

Unfortunately at this point we cannot provide sponsorship of any kind for this role.

You have 6+ years combined experience in VOC and Customer-focused analytics and/or consulting. Experience at a high-growth startup is a must.

Investigate complex issues to determine root cause of technical failures and customer dissatisfaction

Act as the key CX functional stakeholder in new initiative development with cross-functional teams

CX owner of the CX <> Product Feedback model with a focus on efficiency and quality

Collects agent-driven feature recommendations, quantifies impact, and drives adoption with EPD team

Provide real-time insights on customer reception and opportunities during new, company-wide launches