Customer Service Center Manager

HYBRID ROLE - 2 DAY IN OFFICE, 3 DAYS REMOTE BASED OUT OF OUR CARROLTON, TX OFFICE

We are seeking a highly motivated and experienced Customer Experience Center Manager to join our team. In this role, you will lead the operations of a customer experience center focusing on delivering exceptional, best-in-class customer experiences.

You will be responsible for managing a team and implementing processes to enhance customer satisfaction, loyalty, and overall brand perception while supporting the larger Veritiv Customer Experience team and strategy.

Responsibilities:

• Team Leadership: Lead and manage a team of customer experience team managers, including hiring, training, and performance management. Foster a culture of customer-centricity, collaboration, and continuous improvement.

• Customer Engagement: Develop and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy.
• Customer Insights: Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points. Translate insights into actionable strategies to improve the customer experience.
• Process Optimization: Identify areas for process improvement within the customer experience center and other related departments which impact the customer journey. Streamline processes, remove bottlenecks, and implement best practices to enhance efficiency and effectiveness.
• Customer Experience Strategy: Support the development and implementation of customer experience strategies and best practices aligned with the organization's overall goals and objectives
• Stakeholder Management: Build and maintain strong relationships with internal stakeholders, external partners, and vendors involved in the customer experience. Collaborate to optimize processes, implement joint initiatives, and resolve issues.
• Performance Metrics: Track and manage performance to key performance indicators (KPIs) related to customer experiences, such as customer satisfaction scores, Net Promoter Score (NPS), customer retention, order accuracy, and perfect order. Analyze data to measure performance, identify trends, and drive continuous improvement.
• Other Duties as assigned

Education: Bachelor’s degree preferred

Experience: 4 years of proven experience in Customer Experience Management.

Skills Required:

• Strong strategic thinking and ability to develop and execute customer experience strategies.
• Proven experience in a leadership role focused on customer experience, customer service, or contact center management.
• Strong understanding of customer experience strategies, methodologies, and best practices.
• Excellent leadership and people management skills, with the ability to motivate and inspire a team.
• Strong communication and presentation skills, with the ability to influence and collaborate with stakeholders at all levels.
• Project management skills and ability to drive cross-functional initiatives.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively

Join our team and be part of a company that values customer-centricity and strives to deliver exceptional experiences. If you are passionate about driving customer satisfaction and have a strategic mindset, we would love to hear from you.

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Veritiv is an Equal Opportunity/Affirmative Action employer.
EEO Policy US | EEO Policy Mexico
This description does not attempt to define the job's essential functions as defined by applicable disabilities law.