Customer Experience Manager

Yamaha has an excellent opportunity for a Customer Experience Manger to join our team in Cypress, CA. The Customer Experience Manager will work to proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. They will manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

What you’ll be doing:

• Develop a customer experience vision and defined goals based on stakeholder inputs that drive a consistent end-to-end customer experience across the organization.
• Oversee the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments.
• Collaborate with BPO vendors on recruitment and training of all new hire customer servicing agents. Ensures that new hires have a full understanding of the CX goals and Yamaha policies & procedures.
• Review BPO Vendor operations regularly to ensure quality of service, including accounting, reporting, and collection effectiveness.
• Collaborate with Quality Assurance teams, both external and internal, in review of customer inquiries, complaints, and disputes, to help identify and recommend remediation for any servicing gaps in systems or process.
• Direct activities to research best practices, establish metrics, and collect and analyze customer data and feedback.
• Manage direct reports in the day-to-day performance of their assigned job responsibilities.
• Understand and adheres to Yamaha policies and procedures. Complies with all state, federal laws, and regulations with regards to appropriate contact with consumers.
• Work with project teams to develop business requirements for YMFUS initiatives that enhance current programs as well as support development of new business opportunities.
• Other duties assigned by Management.
  
  
  

What you’ll need to be successful:

• 15 years of experience in customer service roles (Powersports and/or Auto Finance Industry preferred)
• Undergraduate Degree or equivalent combination of education/experience
• Strong knowledge of FDCPA, FCRA, FACTA, TCPA and State regulations applicable to customer contacts
• Strong written and verbal communication skills.
• Strong problem-solving and critical thinking skills
• Proficiency in MS Office (i.e., Word, Excel, Power Point, Outlook, etc.)
  
  
  

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At Yamaha, we understand that talent comes in various forms, as such we are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles!

What’s in it for you:

• 401(k) and Profit Sharing
• Fertility Benefits
• 37.5-hour workweek
• Medical, Dental, Vision
• Life and AD&D Insurance
• Wellness Program
• Short-Term Disability Coverage (for hourly roles)
• Long-Term Disability
• Student Debt Repayment Benefits
• Ability to borrow Yamaha product
  
  
  

Pay:

• $95,690 to $150,000
  
  
  

Yamaha intends to offer the selected candidate base pay dependent on job-related experience. Base pay is part of Yamaha’s Total Reward program, our Talent Acquisition Team will share more details as candidates progress

Reports to: Department Manager

Yamaha Motor Corporation, USA is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Salary : $95,690 - $150,000