Manager, Voice of the Customer

Keolis America•Boston, MA

About The Position

This role is responsible for managing the Voice of the Customer program, including the administration of CSS, deep dive, and Mystery Rider surveys. The position involves analyzing various customer feedback information sources to identify key indicators for satisfaction, producing regular reports for the business and the MBTA, and championing specific actions to improve customer satisfaction. The role also entails tracking the delivery and impact of customer satisfaction projects, supporting the Annual Customer Service Plan, and collaborating with the wider Keolis organization to share best practices. Additionally, the Manager will work with the passenger communication manager and director of customer experience to enhance Keolis' reputation by engaging with the MBTA and celebrating successes. This position requires taking ownership of improvement initiatives, contributing to team efforts with a sense of urgency, and being cross-trained to cover management roles within the Passenger Information Center, Social Media team, and Customer Service Center as needed.

Requirements

A bachelor’s degree in business administration or the equivalent of five (5) years customer service experience and a high school diploma or GED.
Proven experience with analysis of disparate data sources, ability to analyze data, develop and communicate action plans.
Excellent interpersonal and communication skills coupled with time management skills with a proven ability to meet deadlines.
Communicate clearly and effectively, both orally and in writing, to different levels of the organization.
Ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations daily.
Ability to influence delivery of peers and other departments.
Ability to act with integrity, professionalism, and confidentiality.

Nice To Haves

Experience in customer service, commercial and / or transportation operations is preferred.

Responsibilities

Manage the Voice of customer program, administration of the CSS, deep dive and Mystery Rider surveys.
Analyze various customer feedback information sources and identify lagging and leading indicators for satisfaction.
Produce weekly, monthly (and other frequency reports) for the business and the MBTA.
Champion to the business specific areas/actions that business units can undertake to positively influence customer satisfaction.
Track delivery and impact of customer satisfaction projects and measure effectiveness.
Support the wider delivery of the Annual Customer Service Plan.
Liaise with wider Keolis organization, to capture best practice and share ideas to improve customer experience.
Along with the passenger communication manager and director of customer experience enhance reputation of Keolis by engaging with the MBTA to celebrate Service Signature and customer experience improvement project success stories.
Enhance Keolis’ reputation by accepting ownership for delivery of improvement initiatives, exploring opportunities to add value to job accomplishments - contributing to team effort of performing duties in a timely manner with a sense of urgency.
Crossed trained to cover the management roles within the Passenger Information Center, Social Media team and Customer Service Center in times of absence/vacation or business need.