Manager, Customer Experience & Service

American Chemistry Coun • West Falls Church, VA

4d • $100,000 - $120,000

About The Position

The position is responsible for managing and overseeing the customer service team, ensuring high performance and customer satisfaction.

Requirements

• Bachelor's degree in a relevant field.
• Three years’ experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.
• Ability to manage customer service teams.
• Deep knowledge of Customer Relationship Management (CRM) systems.
• Strong communication skills, both written and verbal.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Ability to track and interpret data to drive CX improvements.
• Proficiency in CRM systems and CX measurement tools.
• Exceptional organizational and multitasking skills.

Nice To Haves

• Strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions
• Experience in a call center or customer service department.

Responsibilities

• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.
• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.
• Recognizes the drivers of compelling CX by tracking a portfolio of data points.
• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.
• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.
• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager