Mgr Customer Experience

Introduction

From configuration to packaging and shipping, every detail matters when it comes to the seamless delivery of IT. Join the team that makes logistics and custom configuration look easy.

Working under the general supervision of the Sr Director of Customer Operations, relying on experience and judgment to plan and accomplish goals, the Manager of Customer Experience is responsible for the day-to-day operations of the customer experience (CX) team for an assigned business unit(s). Executes the CX strategy with a focus on achieving key quality and productivity performance metrics. Manages the development, implementation, and execution of organization and customer experience efforts and related initiatives designed to enhance overall customer experience results, customer engagement, and retention.

Leads a team of customer experience professionals and champions a "People First" culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism.

What We Do:

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are:

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us:

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources.

You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

• Develops and executes a customer experience that meets or exceeds all customer service and performance KPIs, including efficiency, quality and CSAT.
• Contributes to strategies that improve customer experience, account management and drives TIDC and Managed Services toward world class performance.
• Manages relationship with Account Managers and Sales Leadership to drive customer service, customer engagement and customer retention programs.
• Proactively identifies risks to customer satisfaction and takes immediate action to rectify.
• Leads a team of customer experience professionals and champions a "People First" culture of employee coaching, engagement and empowerment while focused on reduced attrition and absenteeism.
  • Builds resource plans, talent pipeline, and succession plans to ensure proactive staffing and hiring based on contact volume, project complexity, and service level goals.
  • Ensures performance management programs are executed and that goals are being met consistently.
• Represents the needs of the customer and the CX organization on key initiatives and coordinates successful project implementation.
• Identifies specific areas of opportunity across the business for enhancing our customer experience.
• Obtains and understands customer analytics, identifying customer experience best practices across the organization and determines how to best leverage into the overall business.
• Learns from best-in-class customer strategies where appropriate and leads continuous improvement.
• Leads end-to-end delivery of multiple key projects and large product rollouts.
• Develops project budgets, plans and strategies that support the Customer Experience goals.
• Works…