Customer Service Program Manager

BLUE ORIGIN • West Melbourne, FL

2d

About The Position

At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We’re working to develop reusable, safe, and low-cost space vehicles and systems within a culture of safety, collaboration, and inclusion. Join our team of problem solvers as we add new chapters to the history of spaceflight! This role is part of Blue Origin corporate functions, providing centralized support across Blue Origin business unit teams, functions, and locations. As part of a hardworking team of specialists, you will Travel up to 50% per month to HSV/OLS/LSO locations Coordinate with Human Resources and Communications to develop and conduct frequent customer service surveys. Analyze survey results, develop proposals for improving customer service, implement customer service initiatives Analyze vendor data and develop metric reporting for performance management of vendors Manage service vendors in accordance with established contracts Assist Procurement with developing contracts and changes to existing services Develop and implement service standards for site kitchens to ensure high quality of service is ensured at each site location Perform audits of services delivered, develop and provide reports for service quality standards, and implement changes based on audit results. Implement, track, and manage QR code based customer input and drive improvement and eliminate discrepancies in services. Manage and ensure high level of inventory is maintained, coordinate with vendors to track usage, and make service adjustments and inventory adjustments as required. · Implement quarterly product rotation to ensure variety based on employee feedback Act as the central point of contact for continuous improvement of food and beverage program and other services delivered and liaison with Human Resources, Procurement, and other internal Blue Origin groups. Provide support to site office managers for services and inventory and address issues related to kitchen services. Collaborate with facilities regarding changes, additions, housekeeping Closely work with the Administrative Services leader and Finance business partners to develop and implement annual budgets for food and beverage services, closely monitor and adapt changes for adherence to budget standards. Lead and participate in customer service improvement initiatives within the Facilities department. Culture Statement Don’t meet all desired requirements? Studies have shown that some people are less likely to apply to jobs unless they meet every single desired qualification. At Blue Origin, we are dedicated to building an authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every desired qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Responsibilities

• Travel up to 50% per month to HSV/OLS/LSO locations
• Coordinate with Human Resources and Communications to develop and conduct frequent customer service surveys.
• Analyze survey results, develop proposals for improving customer service, implement customer service initiatives
• Analyze vendor data and develop metric reporting for performance management of vendors
• Manage service vendors in accordance with established contracts
• Assist Procurement with developing contracts and changes to existing services
• Develop and implement service standards for site kitchens to ensure high quality of service is ensured at each site location
• Perform audits of services delivered, develop and provide reports for service quality standards, and implement changes based on audit results.
• Implement, track, and manage QR code based customer input and drive improvement and eliminate discrepancies in services.
• Manage and ensure high level of inventory is maintained, coordinate with vendors to track usage, and make service adjustments and inventory adjustments as required.
• Implement quarterly product rotation to ensure variety based on employee feedback
• Act as the central point of contact for continuous improvement of food and beverage program and other services delivered and liaison with Human Resources, Procurement, and other internal Blue Origin groups.
• Provide support to site office managers for services and inventory and address issues related to kitchen services.
• Collaborate with facilities regarding changes, additions, housekeeping
• Closely work with the Administrative Services leader and Finance business partners to develop and implement annual budgets for food and beverage services, closely monitor and adapt changes for adherence to budget standards.
• Lead and participate in customer service improvement initiatives within the Facilities department.

Benefits

• Medical, dental, vision, basic and supplemental life insurance, paid parental leave, short and long-term disability, 401(k) with a company match of up to 5%, and an Education Support Program.
• Paid Time Off: Up to four (4) weeks per year based on weekly scheduled hours, and up to 14 company-paid holidays.
• Dependent on role type and job level, employees may be eligible for benefits and bonuses based on the company's intent to reward individual contributions and enable them to share in the company's results, or other factors at the company's sole discretion.
• Bonus amounts and eligibility are not guaranteed and subject to change and cancellation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees