Customer Experience Manager

About QBS:

QBS (Quality Behavioral Solutions) provides evidence-based training for organizations supporting individuals with behavioral challenges. Our Safety-Care® program equips staff with trauma-informed strategies based on Applied Behavior Analysis (ABA) and Positive Behavior Interventions & Supports (PBIS) to create safer environments and manage challenging behaviors.

We serve schools, healthcare providers, and human services organizations, promoting humane, reinforcement-based approaches that reduce dangerous incidents, minimize restrictive interventions, and improve outcomes.

At QBS, we're a passionate, growth-driven team committed to making a difference. Our values—find a way, love the mission, show you care, and do the right thing—guide everything we do.

Position Summary:

The Customer Experience Manager will create and maintain a customer steering committee to guide how customers interact with QBS, prioritize and implement changes, and develop self-service systems to enhance customer experience and efficiency. This includes the QBS website, customer applications, and marketing systems. The Manager will be responsible for creating and maintaining a customer steering committee to guide how customers interact with QBS and developing self-service systems to enhance customer experience and efficiency.

This role requires fluency in Salesforce, including Flows and Experience Cloud, along with expertise in customer engagement technologies. The ideal candidate will work closely with customer advocates to build seamless, impactful, and user-focused experiences.

Key Responsibilities:

Quality and Brand Alignment:

• Ensure customer portals maintain the highest quality standards, providing a seamless and intuitive user experience.
• Align all digital customer touchpoints with QBS brand guidelines and messaging.
• Oversee UX/UI design improvements to enhance usability and engagement.
• Regularly assess and optimize the performance of customer-facing platforms to meet evolving needs.
  
  
  

Strategic Leadership:

• Develop and execute a comprehensive strategy for all customer-facing technology platforms.
• Lead cross-functional teams to design, implement, and enhance customer applications, marketing systems, and the QBS website.
  
  
  

Customer Steering Committee:

• Establish and maintain a customer steering committee to gather insights and feedback on customer interactions with QBS.
• Work with committee members to identify opportunities for improvement and innovation.
  
  
  

Self-Service Systems Development:

• Design and implement self-service systems that empower customers to manage their interactions with QBS more effectively.
• Enhance user experience by developing role-based access, a secure content library, and self-service account management capabilities.
  
  
  

Technology Management:

• Maintain and enhance the QBS website, ensuring scalability, security, and alignment with marketing initiatives.
• Implement and optimize HubSpot and other digital marketing systems to support targeted campaigns and customer engagement.
  
  
  

Team Leadership:

• Build and mentor a high-performing team focused on customer technology.
• Foster collaboration across departments, ensuring alignment on technology initiatives and customer-centric solutions.
  
  
  

Reporting and Analytics:

• Develop dynamic reporting tools and dashboards to provide actionable insights.
• Enable customized reporting for customers and internal stakeholders to track performance and make informed decisions.
  
  
  

Requirements

Experience:

• Proven track record of managing customer-facing technology platforms and driving digital transformation.
• Minimum of 7 years in technology leadership roles, with a focus on customer engagement and self-service technology.
• Extensive experience with Salesforce, including Flows and Experience Cloud.
• Hands-on experience with HubSpot, digital marketing systems, and website management.
  
  
  

Skills:

• Strong project management capabilities, including leading large-scale platform development.
• Exceptional communication and interpersonal skills to work effectively with internal and external stakeholders.
• Strategic thinking with the ability to translate business goals into technology solutions.
• Expertise in customer advocacy and user experience design.
• Familiarity with eLearning platforms and integration.
• Knowledge of best practices in digital security and data protection.
  
  
  

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development