Summary
Summary
The Customer Experience Operational Excellence (OpEx) Manager will lead initiatives to elevate operational standards and quality across our customer experience (CX) operations. Focused on refining the customer journey, this role will drive targeted process improvements, foster cross-functional collaboration, and implement strategies to deliver a white-glove, high-touch service experience. The ideal candidate has a passion for exceptional service and demonstrates strong leadership and strategic thinking.
Job Description
Key Responsibilities
Operational Excellence :
- Collaborate with the Operational Excellence team and other key departments to align on service excellence standards.
- Mentor CX department leaders in Continuous Improvement and Lean methodologies, fostering a culture of ongoing process improvement.
- Establish and monitor performance metrics to ensure high operational efficiency and quality standards.
- Identify and address opportunities for improvement within customer service processes, using data analysis to streamline operations and enhance the customer experience.
White-Glove Strategy Implementation :
Design and implement strategies to deliver exceptional, personalized service across all customer interactions.Develop and track key performance indicators (KPIs) to assess the effectiveness of our white-glove approach, working with CX leaders to make adjustments that drive higher customer satisfaction.Cross-Functional Collaboration :
Partner with other departments to align on customer service goals, initiatives, and quality standards.Identify and address inter-department friction costs and failure points that lead to service failures.Work closely with the Customer Experience Director and CX Managers to drive improvements and share best practices across teams.Team Leadership :
Lead, mentor, and develop a high-performing team focused on delivering outstanding customer service.Conduct regular training sessions to upskill team members in customer service best practices and operational excellence.Customer Feedback & Reporting :
Gather and analyze customer feedback to identify trends and areas for improvement.Prepare and present reports to senior management on customer satisfaction metrics, operational performance, and process improvements.Qualifications :
Bachelor's degree in Business Administration, Customer Service Management, or a related field. Additional certifications or advanced degrees in relevant disciplines may also be advantageous.Operations Excellence, Six Sigma, Lean background with experience in completing projects using continuous improvement methodology.5 years of experience in customer service management.Demonstrated success in implementing customer service strategies and enhancing service quality.Strong analytical, problem-solving, and decision-making skills.Excellent communication and interpersonal abilities, with a collaborative, cross-departmental approach.Physical / Environmental Demands :
Physical :Sitting, seeing, hearing, speaking & smelling continuously.
Problem solving, oral / written communication, analytical ability, calculating, concentration, & interpersonal abilities continuously.Eye / hand coordination, fingering (typing), handling, & wrist motion continuously.Standing & walking frequently.Bending, reaching, and stretching occasionally.Environmental :Exposure to dust, smoke, fumes, odors, & noise occasionally.
Exposure to grease, oil, chemicals, & wet conditions occasionally.Works inside only. Position considered office only.Benefits :
Comprehensive benefit package Medical, Dental, Vision401K & Profit SharingEmployee Assistance ProgramLife InsurancePaid Vacation and Sick TimeRecognition programsProfessional development learningAthens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO / M / F / disability / veteran
Salary : $80,000 - $120,000 / year
Benefits :
Competitive wagesComprehensive benefit package Medical, Dental, Vision401KLife InsurancePaid Vacation and Sick TimeCareer planRecognition programsProfessional development learningAn exceptional work environmentAthens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO / M / F / disability / veteran
Salary : $80,000 - $120,000
