Description
The Manager, Customer Experience is responsible for monitoring and oversight of all aspects of the day-to-day activities of the assigned operations team (Non-Home Sale, DTA, Welcome Team, Interns). This may include contributing to improvements in the associated policies, practices, and processes for Altair, participating in client relationships and collaborating with the Client Partner Experience team, as well as serving as a subject matter expert for Company and client in this capacity.
ESSENTIAL JOB FUNCTIONS:
Support the daily activities of the team to ensure quality service delivery to the client and their customers, including monitoring service levels, X-checks, and return rate metrics.
Coach, mentor, and develop the Consultants and Associates, including performance management, understanding, and maintaining accuracy of caseload reports.
Assist in the daily management and engagement of the client relationship as appropriate.
Ensure team members have tools and resources needed to perform role responsibilities including but not limited to current, accurate and complete information regarding client policy, service partners/suppliers, service metrics and expectations.
Serve as day-to-day point of contact for and resolution of escalated issues; escalate issues further to SVP/ VP as appropriate.
Collaborate with colleagues and with service partners pertinent to execution of position
Able to work at a fast pace with a high volume of activity
EDUCATION:
Bachelor’s Degree or equivalent combination of experience, skills, training, and education preferred.
TRAINING and EXPERIENCE:
5+ years successfully collaborating, supporting, and providing quality service to domestic and/or international service teams or in positions of increasing responsibility within the relocation industry.
Comprehensive knowledge of domestic relocation and assignment services
Relationship building sensitivity and skills at multiple levels within client/partner organizations.
Knowledge of various software packages including but not limited to Microsoft products and Outlook.
Good business acumen; logical and effective decision-making skills
Communicate effectively at all levels within organizations; verbal and written.
Demonstrated ability to lead and develop team members.
Ability to direct multiple projects.
Adhere to deadlines and budgets, rely on experience and sound judgment to plan, and accomplish goals,
Collaborate with Team Members and clients pertinent to execution of position responsibilities.
WORK/PHYSICAL ENVIRONMENT:
Office setting and/or home office work environment. Team members must be able to operate standard office equipment. Most of the work time is spent seated and working at a computer and on the phone.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable team members with disabilities to perform the essential job functions. Most of the work time is spent seated and working at a computer and on the phone.
Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.