Manager – Customer Experience

Job Track Description:

• Assists others in achieving goals.
• Manages performance appraisals and pay reviews.
• Manages training for 3 or more employees.
• Manages hiring and termination actions.
• Requires broad technical expertise and company/industry knowledge.
• Is accountable for program management functions.

General Profile

• Accountable for team performance and results.
• Manages professional employees and/or supervisors.
• Adapts plans and priorities based on resource and operational challenges.
• Takes action based on policies, procedures.
• Receives guidance from managers.
• Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

• Understands and applies concepts in the field of expertise. 
• Has growing knowledge of other disciplines.

Business Expertise

• Translates strategy and priorities into work product.

Impact

• Positively impacts the level of service.
• Impacts the team’s ability to meet quality, volume, and timeline targets.
• Guides based on policies, resource requirements, budgets, and business plans.

Leadership

• Builds team engagement to meet service and operational challenges.
• Provides recommendations for OT, operational expenses, and rollup data.

Problem Solving

• Resolves technical, operational, and organizational problems.
• May take part in solving problems across a matrix.

Interpersonal Skills

• Guides and influences internal and external customers, or agencies.

Responsibility Statements

• Manages team members to deliver SLAs.
• Manages revenue optimization and reduction of penalties.
• Delivers quality, productivity, and compliance KPI reports.
• Coaches team members for continuous development.
• Identifies process improvement opportunities and deploys action plans.
• Manages delivery strategies and service line penetration.
• Performs other duties as assigned.
• Complies with all policies, procedures and standards.