Customer Experience Operations Consultant - Transportation

Sand Cherry Associates

97d

About The Position

This role is a critical team member who is responsible for building and implementing a Customer Experience and Operations optimization initiative for a transportation company. The role will be responsible for end-to-end programming from strategic planning to gaining approvals of approach with an executive team, prioritizing and structuring the initiatives, program and project managing the overall implementation, and providing hands-on implementation of the approved path forward. This position is remote with occasional optional travel to the client site.

Requirements

• Strong practical experience in program and/or project management, gained through managing cross functional projects with customer experience and operations teams within the transportation industry.
• Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate.
• Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives.
• Minimum of 8 years of experience in consulting and/or strategic planning and program management with a focus on operational improvements with a technology driven organization.
• Experience working within or supporting a customer operations organization with strong cross-functional partnering required.
• Deep knowledge of Call Center, Customer Communications, Field Tech Operations team experience required.
• Strong analytical and documentation skills; prior experience with process mapping and KPI tracking.
• Experience using LBGUPS to assess and drive strategic planning.
• PMP certification or equivalent experience.
• Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools.
• Strong PowerPoint and Excel skills.
• Excellent Executive level written and oral communication skills.

Nice To Haves

• MBA strongly preferred.
• Certifications in line with this role desired such as change management, customer experience, AI and automation, and transportation industry training.

Responsibilities

• Assess customer experience pain points using data and LBGUPS methodology.
• Build Customer Experience strategy.
• Recommend and facilitate decision making of strategic plan and approach to include timelines and resource needs.
• Structure, manage, facilitate and provide hands on delivery of customer operations process improvement initiatives through immediate, medium, and long-term improvements.
• Daily, hands-on program/project management throughout the program and project life cycle.
• Build and maintain program and project deliverables; complete project and program communication documents using PowerPoint, Excel, MS Project, and other tools.
• Complete process maps, and associated KPI analysis in support of improvement initiatives.
• Establish risk management, escalation paths, and take corrective measurements.
• Facilitate and lead project meetings and manage stakeholders’ communication.
• Coordinate, manage and monitor the workflow of cross-functional teams.
• Drive progress by engaging and influencing cross functional participants.
• Function as owner of overall project plan and manage cross-functional resources, ensuring on-time delivery, meeting budgetary demands, and achievement of business goals.
• Consistently exercise informed judgment and discretion in matters of significance.

Benefits

• Opportunity to be part of a digital workforce.
• Professional career growth as a main priority.
• Recognition for contributions.
• Friendly and communicative culture.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees