What are the responsibilities and job description for the Customer Experience Manager position at Exela Technologies?
About Exela
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring:
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Summary/Objective
Manages the on-site team and the process and distributes incoming mail to corporate employees. They also handle all outgoing packages; they package items, ensure proper labeling, and arrange pickup from the post office, UPS, FedEx, or other carriers.
Job Description
Service Delivery Manager 1
About The Role:
As a Service Delivery Manager 1, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Essential Job Responsibilities:
Required:
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
Exela is a business process automation (BPA) leader, leveraging a global footprint and proprietary technology to provide digital transformation solutions enhancing quality, productivity, and end-user experience. With decades of expertise operating mission-critical processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune® 100. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500 employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.
Health & Wellness
We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.
Military Hiring:
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job Summary/Objective
Manages the on-site team and the process and distributes incoming mail to corporate employees. They also handle all outgoing packages; they package items, ensure proper labeling, and arrange pickup from the post office, UPS, FedEx, or other carriers.
Job Description
Service Delivery Manager 1
About The Role:
As a Service Delivery Manager 1, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Essential Job Responsibilities:
- Serve as the primary point of contact for assigned clients, understanding their service needs, objectives, and expectations.
- Develop and maintain strong relationships with clients, acting as their advocate within the organization and ensuring alignment between client requirements and service delivery capabilities.
- Collaborate with internal teams, including operations, technical support, and project management, to ensure timely and effective delivery of services to clients.
- Monitor service delivery performance against established SLAs, KPIs, and quality standards, identifying areas for improvement and implementing corrective actions as needed.
- Conduct regular service reviews with clients to review performance metrics, address concerns, and identify opportunities for service enhancements.
- Coordinate service delivery activities, including service requests, incident management, change management, and service transitions, ensuring adherence to established processes and procedures.
- Lead and mentor a team of service delivery professionals, providing guidance, support, and training to ensure high performance and professional development.
- Develop and implement service improvement initiatives, process optimizations, and best practices to enhance service delivery efficiency and effectiveness.
- Prepare and present regular reports and updates to senior management and clients, summarizing service delivery performance, achievements, and areas for improvement.
- Stay informed about industry trends, emerging technologies, and best practices in service delivery management, incorporating relevant insights into service delivery strategies and processes.
- Drive continuous improvement culture within the service delivery organization, fostering innovation, collaboration, and accountability among team members.
- Ensure compliance with company policies, procedures, and regulatory requirements related to service delivery operations and client engagements.
- Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
- Minimum of 3-5 years of experience in service delivery management, client relationship management, or a related field, preferably in the IT services industry.
- Proven track record of successfully managing client relationships and delivering services to meet client expectations and SLAs.
- Strong leadership and management skills, with the ability to lead and motivate teams to achieve goals and objectives.
- Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
- Solid understanding of service delivery processes, ITIL framework, and industry best practices for service management.
- Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
- Strong problem-solving skills and analytical abilities, with the ability to identify issues, analyze root causes, and develop effective solutions.
- Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
- Commitment to delivering exceptional service quality, driving continuous improvement, and fostering a customer-centric culture within the organization.
- Responded to customer inquiries through phone, email, and chat
- Trained new hires on customer service processes and policies
- Collaborated with cross-functional teams to resolve complex customer issues
- Managed and prioritized customer service queues to meet response time goals
- Conducted customer satisfaction surveys to gather feedback and improve service quality
- Implemented process improvements to increase efficiency and customer satisfaction
- Established strong team relationships
- Develop customer relationships
- Identified trends and insights using company data
- Trained team members to improve performance
- Maintained accurate and complete customer records
Required:
- H.S. diploma or equivalent
- Ability to read, write, and speak English
- Required to work at a computer for long periods
- Stand, walk, superficial grasp, and reach with hand and arms.
- Required to sit, talk, or hear regularly
- Required to possess close vision and the ability to focus
- Conditions may include office environment, computer room, production floor, warehouse, and shipping/receiving. Occasional exposure to dust, dirt, toner, ink, and other environmental factors is possible.
- Repetitive motion is required; it may require twisting/bending/Climbing
- May lift up to 25 lbs. frequently
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
Exela recruiters or representatives will only contact you from emails ending with @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.
