Customer Experience Manager

Scope/ Supervision and Interaction:

_X_ Has Direct Reports ____ Does Not Have Direct Reports

Key Responsibilities

• Lead, develop, and execute best in class service model strategy for premier customers in the areas of applications and customer service
• Drive best in class speed and quality in application development to improve conversion rate to 50%
• Oversee customer feedback process and utilize feedback to drive regular continuous improvement. Lead cross functional teams to focus and drive for service improvement priorities to directly influence the division's Likely to Recommend (LTR) customer ratings. Accountable for achievement of WIN strategy LTR service levels.
• Conduct breakthrough simplification of processes, roles, and workload using POP tools to optimize resources within team
• Assess, develop, and manage talent to support the needs of the business.
• Develop and lead segmented customer service team by premier and select. Best in-class service for premier, market matching service for select, while reducing cost to serve for select.
• Develop and maintain commercial processes across a designated segment of the organization.
• Engage and network with Parker divisions, other, and monitor competitors for trends. Adapt strategy based on evolving environments.
  

Qualifications:

• Bachelor's degree in business or related field - MBA preferred
• Global sales or customer service experience preferred
• Minimum 2-3 years experience in leading teams
• Proven experience driving positive customer experience
• Strong leadership skills with ability to influence across the organization
• Excellent customer service skills required
• Knowledge and proven experience leading a team to make process improvements

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. U.S. Citizenship/Permanent Resident is required for most positions. Minority/Female/Disability/Veteran/VEVRAA Federal Contractor

Additional Comments:

The essential functions have been provided as example of the type of work performed by employees assigned to this job classification. The company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. Legal authorization to work in the U.S. is required for all positions, and certain positions may require specific types of legal work authorizations. Minority/Female/Disability/Veteran/VEVRAA Federal Contractor.

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf or
http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf