Customer Experience Manager

Build Your Career with Ashley

Are you a customer service professional who not only thinks logically and analytically, but also displays creativity in your problem-solving? Do you want to be a part of a top-notch customer service department that works with passion and drive like no other? Then apply today to our Customer Service Team at Ashley – the World’s Largest Furniture Manufacturer and #1 furniture retailer in North America!

Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.

Apply today and find your home at Ashley!

Manager, Customer Experience – OnSite: Tampa, FL

What Will You Do?

The Customer Experience Manager is responsible for enhancing the overall customer service experience by developing and delivering standard operating procedures for customer support staff and managing quality assurance processes to consistently achieve account SLAs. This role involves analyzing customer interactions, providing feedback, and coaching to ensure a consistent, high-quality customer service experience that aligns with the company's standards and objectives while optimizing for speed, efficiency and customer satisfaction.

The Customer Experience Manager plays a vital role in maintaining and enhancing the reputation of the company by ensuring that the customer support team is well-trained, knowledgeable, and provides service of the highest quality.

What Do You Need?

• Bachelor’s Degree in Business, Education, Communications, or related field or equivalent work experience required
• Proven experience in a quality management role, preferably in a customer service environment
• Experience providing customer service support
• Ability to write/develop Standard Operating Procedures for global team members
• Working knowledge of customer service softwares & tools
• Strong decision making skills; ability to handle escalations
• Ability to reconcile performance and compile accurate reporting
• Strong analytical skills with the ability to interpret data and provide actionable insights
• Self-starter with ability to work independently and prioritize workload effectively
• Advanced troubleshooting and multi-tasking skills
• Conducts customer service training as a Subject Matter Expert
• Perform under strong demands in a fast-paced environment
  
  

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance
  
  

Our Core Values

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement/Operational Excellence
• Dirty Fingernail
• Growth Focused
  
  

About

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:

Corporate Social Responsibility

https://www.ashleyfurniture.com/about-us/corporate-social-responsibility/report/

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.

Search Firm Representatives Please Read Carefully

Ashley Furniture Industries, LLC, is not accepting unsolicited assistance from search firms for this employment opportunity unless an agreement is in place. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Ashley Furniture via email, the Internet or in any form and/or method without a valid search agreement in place for this position will be deemed the sole property of Ashley Furniture. No fee will be paid in the event the candidate is hired by Ashley Furniture as a result of the referral or through other means.