Customer Experience Manager

Job Title

Job Description

About The Position | Major goals and objectives and location requirements

Hybrid 3x a month - New York, NY

In-office Expectations: This position offers remote work flexibility; however, if you reside within a commutable distance to one of our main offices in New York, Des Moines, Birmingham, Los Angeles, Chicago, or Seattle, the expectation is to work from the office three times per month.

About The Positions Contributions:

As the Customer Experience Manager,, you will be responsible for working to ensure systems and processes are in place that provide a best-in-class customer experience. You will manage the day-to-day operations of our outsourced customer care vendor, act as an internal point of escalation, oversee KPI compliance, provide VOC feedback and continuously work to optimize the customer care function.

The Role's Minimum Qualifications and Job Requirements:

Vendor Management:

• Manage contact center KPIs including: service level agreements, time in process, customer satisfaction, quality assurance and more.

• Analyze KPI data and report performance to senior management using standardized reporting.

• Optimize operations by reviewing productivity metrics and identifying areas for improvement.

• Ensure the support team has all necessary tools to facilitate an exceptional customer experience.

Customer Advocacy:

• Establish and update support policies and procedures to meet the needs of both customers and the business.

• Follow-up on all tickets escalated by the customer support team and ensure they are handled within established SLAs.

• Triage critical customer-facing issues and escalate to the proper channels to ensure a speedy resolution.

• Maintain customer Help Center ensuring articles and knowledge base are up-to-date at all times.

• Collaborate with internal teams to resolve customer concerns and improve overall customer experience.

• Foster a customer-centric culture throughout the organization.

• Monitor and analyze customer feedback, complaints, and satisfaction metrics.

Collaboration with Product Teams

• Collaborate with stakeholders across the organization, sharing insights and addressing customer pain points.

• Make recommendations for changes to products or services based on customer feedback and requests.

• Be the SME for multiple customer experience use cases to present the best solutions to our customers.

• Compile/contribute to Monthly Insight Review decks and presentations.

Training and Quality Assurance:

• Create and maintain all system process documentation.

• Develop, implement and modify training curriculum to ensure effective program delivery to our customer support team.

• Participate and provide guidance in vendor calibration sessions.

• Review and interpret Quality reports - take action on anomalies and/or issues.

Experience:

• 3+ years of experience in customer service management, vendor relations or call center management.

• Extensive experience with CRMs such as Zendesk/Salesforce; understands and embraces the role that tech plays in agent experience aka AX.

• Deep understanding of customer service management with experience that drives performance.

Specific Knowledge, Skills, Certifications and Abilities:

• Excellent analytical, problem-solving, and decision-making skills.

• Ability to effectively multitask and pivot focus as necessitated by the business.

• Strong communication and interpersonal skills, with the ability to collaborate effectively across teams.

• Excellent attention to detail and capability to structure information in a clear, organized and aesthetically-pleasing manner.

• Ability to inspire, motivate, and empower team members to achieve performance targets and deliver exceptional service.

It is the policy of Dotdash Meredith to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities.Accommodation requests can be made by emailing ddm.hr@dotdashmdp.com.

The Company participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees

Pay Range

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Dotdash Meredith's total compensation package for employees. Other compensation may include annual bonuses, and short- and long-term incentives. In addition,Dotdash Meredith provides to employees (and their eligible family members) a variety of benefits, including medical, dental, vision, prescription drug coverage, unlimited paid time off (PTO), adoption or surrogate assistance, donation matching, tuition reimbursement, basic life insurance, basic accidental death & dismemberment, supplemental life insurance, supplemental accident insurance, commuter benefits, short term and long term disability, health savings and flexible spending accounts, family care benefits, a generous 401K savings plan with a company match program, 10-12 paid holidays annually, and generous paid parental leave (birthing and non-birthing parents), all of which may vary depending on the specific nature of your employment with Dotdash Meredith and your work location. We also offer voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life and disability insurance.