Manager, Customer Experience

Altair Global • Frisco, TX

9h

About The Position

The Manager, Customer Experience is responsible for monitoring and oversight of all aspects of the day-to-day activities of the assigned operations team (Non-Home Sale, DTA, Welcome Team, Interns). This may include contributing to improvements in the associated policies, practices, and processes for Altair, participating in client relationships and collaborating with the Client Partner Experience team, as well as serving as a subject matter expert for Company and client in this capacity.

Requirements

• 5+ years successfully collaborating, supporting, and providing quality service to domestic and/or international service teams or in positions of increasing responsibility within the relocation industry.
• Comprehensive knowledge of domestic relocation and assignment services Relationship building sensitivity and skills at multiple levels within client/partner organizations.
• Knowledge of various software packages including but not limited to Microsoft products and Outlook.
• Good business acumen; logical and effective decision-making skills Communicate effectively at all levels within organizations; verbal and written.
• Demonstrated ability to lead and develop team members.
• Ability to direct multiple projects.
• Adhere to deadlines and budgets, rely on experience and sound judgment to plan, and accomplish goals, Collaborate with Team Members and clients pertinent to execution of position responsibilities.
• Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.

Nice To Haves

• Bachelor’s Degree or equivalent combination of experience, skills, training, and education preferred.

Responsibilities

• Support the daily activities of the team to ensure quality service delivery to the client and their customers, including monitoring service levels, X-checks, and return rate metrics.
• Coach, mentor, and develop the Consultants and Associates, including performance management, understanding, and maintaining accuracy of caseload reports.
• Assist in the daily management and engagement of the client relationship as appropriate.
• Ensure team members have tools and resources needed to perform role responsibilities including but not limited to current, accurate and complete information regarding client policy, service partners/suppliers, service metrics and expectations.
• Serve as day-to-day point of contact for and resolution of escalated issues; escalate issues further to SVP/ VP as appropriate.
• Collaborate with colleagues and with service partners pertinent to execution of position Able to work at a fast pace with a high volume of activity

What This Job Offers

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