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Customer Experience Manager 🔥


rok.co [1] short link

As a key leader on the Customer Experience (CX) team you will be responsible for leading our front-line customer experience teams and ensuring that every service interaction we provide is exceptional. We want to win awards for our customer service, and if you are excited by the opportunity to make that happen, we want to hear from you! 
Working closely with your co-manager(s) to achieve our department goals, you will have direct responsibility for developing and managing a team of 6 - 8 high performing supervisors - with 60-80 representatives -  in an environment where people want to work. You will achieve success in this role by utilizing effective performance management and developing the talent of your team, with strong focus on QA, Customer Service, accountability, and career development. 
Responsibilities 
Deliver best-in-class customer service across all channels, in-house and via our outsourced partner 
Quickly become a Subject Matter expert in our various products and processes. 
Accountable for the success of  6-8 hims and hers contact center teams (up to 80 reps), including all performance of your team.
Lead through layers - ability to drive results through our supervisor team 
Develop, manage, coach, and support a team of supervisors. 
Manage large programs/projects within the CX department
Contribute to strategic planning for the CX department
Analyze data to set clear objectives/goals and support the team in achieving those goals
Connect your teams to larger company goals and objectives
Identify and drive continuous improvement in the level of service provided to our customers on multiple service channels
Develop an extensive knowledge of processes to identify and triage the impact of new tools, bug issues, marketing promotions, merchandising issues, and shipper and carrier anomalies
Contribute to requirements, development and feedback related to Product and Engineering deliverables
Qualifications 
Bachelor’s degree preferred, or equivalent experience 
Demonstrated experience managing growing teams in a contact center environment
3+ years of DTC customer service experience
2+ years of experience leading first-level leaders
Experience working with and effectively managing BPO partners preferred 
Exceptional interpersonal and communication skills across all channels are required
Strong planning, organizational and time management skills with demonstrated ability to manage changing priorities, handle multiple projects, meet deadlines and adapt to a changing business environment
High attention to detail & quality
Experience in and passion for a building in a “roll-up your sleeves and make-things-happen” environment
Extensive experience with email, phone, and chat support channels
Experience with and thorough knowledge of Zendesk preferred 
Demonstrated ability to lead, coach, develop, motivate and teams remotely
Strong analytical and problem solving capabilities
Ability to manage time effectively in an unstructured environment
Experience effectively managing 24/7 teams
Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager
Willingness to travel to attend team meetings and conduct trainings on a regular basis, as conditions related to Covid allow
 
No salary data published by company so we estimated salary based on similar jobs related to Cloud, Microsoft, Sales, Engineer, Developer, Senior, Digital Nomad, Education, Marketing, Excel, Legal, DevOps, Design, Accounting, Video and Travel jobs that are similar:
$70,000 — $115,000/year

Location

San Francisco, California, United States

  1. https://rok.co

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