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BusPatrol · 16 hours ago

Customer Experience Manager

Monroe County, NY

Full-time

Hybrid

Mid Level

3+ years exp

BusPatrol is a technology company with a public safety mission, dedicated to improving children's safety during transportation. The Customer Experience Manager will develop long-term relationships with school districts and bus operators, ensuring the successful delivery of solutions and driving quality improvements in field services activities.

GovTechLaw EnforcementPublic SafetyTransportation

Hiring Manager

Natasha Vyas

Responsibilities

Maintains and improves relationships with transportation customers to include school district transportation teams and school bus operators by providing support, information, and punctual responses to customer requests

Works closely with Field Service to ensure timely and accurate execution

Monitors and reports to the customer on fleet performance by monitoring dashboards and gathering feedback from clients

Ensures accuracy of customer scorecard metrics and escalates concerns appropriately

Assists with data mining and reporting general customer account information

Owns transportation and operator customer meeting setups and agenda

Identifies breakdowns and best practices for Bus Drivers and provides training with examples to make sure safety best practices are in place

Facilitates Service/Replacement Order process for all company products

Identifies opportunities for service and support process improvements

Ensures refresh installation and maintenance are up to the highest standards

Sets the Servicing agenda for fleets under management for a rolling 2-week period

Creates wide ranging campaigns to upgrade, improve, and remediate BusPatrol hardware

Ensure Fleet data quality is pristine across all systems

Partners with project management, field services, and IT to maintain quality standards, and alerts field services to trends that may require intervention from the team

Performs root cause analysis to troubleshoot issues and provide resolution (5 why, 8D, fishbone/ Ishikawa, poka-yoke)

Role models Safety, Quality, and Compliance centered ways of working and demonstrates a strong Quality and customer centric mindset in support of business goals and objectives

Qualification

Customer relationship managementProcess improvementRoot cause analysisCCXP certificationSalesforce proficiencySix Sigma methodologiesBusiness acumenCustomer-centric mindsetOperational risk managementMatrix team experienceCommunication skillsRelationship building

Required

Bachelor's degree required

Minimum of 3 years' experience and demonstrated success/knowledge, managing relationships with internal and external customers and process improvement in a post-installation technical customer-facing support environment

Experience working with program management to grow the business and address issues

Customer-Centric mindset, strong relationship building skills, and ability to anticipate and resolve customer issues that may delay or inhibit contract renewal

Technology skills which support the ability to communicate effectively and work remotely (e.g., through Teams and e-mail) and the ability to learn and operate effectively in Salesforce

Usage of various Six Sigma methodologies and root cause/corrective action tools

Experience with operational risk management

Experience analyzing, solving quality problems and performing root cause analysis

Experience working in a matrix team environment