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Company

Aura · 16 hours ago

Customer Experience Manager

Remote USA

Full-time

Remote

Mid, Senior Level

$60K/yr - $80K/yr

6+ years exp

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Responsibilities

Manage the Employee Benefits (EB) Customer Experience operations, implementing performance management strategies that support employee development and align with organizational goals

Oversee the EB COE Team efforts and implement change management strategies by collaborating with the Vendor Manager and agent supervisors

Analyze call center data and prepare reports for upper management that highlight key metrics and trends

Collaborate with Aura’s corporate Employee Benefits team in order to:

Understand objectives and provide strategic guidance

Develop and maintain strong relationships to influence decision-making and drive positive organizational outcomes

Meet with existing and potential clients as needed

Partner with Aura’s Vendor Manager to identify specialists to be part of the EB COE Team

Manage complaints and report resolution steps

Evaluate staff effectiveness and performance on an ongoing basis

Identify performance gaps and recommend coaching and/or training solutions to drive continuous improvement

Develop monthly, quarterly and annual call center goals and action plans for the Employee Benefits team

Develop and implement leadership and employee development initiatives, identifying high-potential individuals and changing succession plans to nurture leadership pipelines, drive employee development, and ensure a seamless transition of key roles, fostering organizational resilience and growth

Analyze employee feedback and work with leadership to address concerns and continuously improve the employee experience

Identify product improvement opportunities through customer and employee feedback and communicate these opportunities to Employee Benefits product owners

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

People ManagementStrategic ThinkingCustomer Success TechnologiesSalesforceZendeskChange ManagementPerformance ManagementCoachingEmployee Development

Required

6-8 years of demonstrated strategic thinking skills by having a record of developing strategies based on business objectives and aligning efforts around a unified direction that deliver measurable results

A self starter who demonstrates effectiveness in bringing innovative ideas to the performance of the project

Demonstrated people management/supervisory experience

Excellent analytical and interpersonal skills, with an exceptional ability to communicate clearly, both verbally and in writing

Excellent problem solving skills by demonstrating the ability to serve as a thought partner to senior leadership

Experience in customer success technologies such as Salesforce or Zendesk

High school degree required and higher education degree is a plus