Customer Experience Manager

Waterworks Aquatics•San Jose, CA

12d•$75,000 - $85,000

About The Position

As a Customer Experience Manager, you will oversee office operations, ensuring efficient and high-quality customer service. You’ll ensure Waterworks aligns with its customer service vision by providing accurate information, fostering engagement, creating a memorable customer experience, and maintaining a productive office environment. You will also be responsible for driving the overall growth and success of your center.

Requirements

Minimum of a high school diploma
3-5 years’ experience in direct team management (required)
3-5 years’ experience in customer service (required)
Certified in CPR (Adult, Child, Infant), AED, and First Aid
Must be able to work full time hours and one weekend day
Must be goal driven and showcase ability to meet deadlines
Must be a creative problem-solver and solutions oriented
Must demonstrate impeccable follow through
Must be able to communicate effectively with team members and families
Must maintain a calm demeanor during periods of high volume or unusual events to keep the facility operating efficiently while still setting a positive example
Must demonstrate a professional and confident demeanor with team members and families
Must be able to lead by example and create a positive and fun working environment

Responsibilities

Provides constant feedback and development to Customer Experience Experts, Senior Customer Experience Experts, and Shift Leads.
Ensures teams have clear responsibilities, specific duties, and projects assigned daily.
Oversees proper execution of growth and retention tactics by team members.
Ensures office flow/operations are in line with Waterworks standards at all times
Keeps team members on task with the primary objective of helping families in person and on the phone.
Manages current staffing levels to ensure the office is optimally staffed at all times and suggests areas where we can cut hours to keep expenses down when possible.
Helps boost morale around the workplace and acts as a positive role model for others.
Ensures team members complete continual training assignments on time and with a 100% pass rate.
Oversees the onboarding process of new office team members and ensures training program is properly being executed with each trainee.
Ensures weekly company meeting messages/objectives are effectively communicated to the team and are being executed each week.