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About the Role

The Customer Experience Manager (CEM) is responsible for designing and implementing strategies to enhance the customer experience. This position analyzes the customer journey, identifies areas for improvement, and fosters a customer-centric culture. The CEM collaborates with cross-functional teams to develop and execute initiatives that improve customer satisfaction while maintaining high standards of performance.

Responsibilities

Directly supervise Career Navigators, ensuring optimal performance and adherence to service standards.
Oversee the day-to-day operations and activities of Workforce grants, ensuring program objectives, contractual deliverables, performance measures, and customer service standards are consistently achieved while identifying and implementing operational improvements.
Collaborate with Management in the preparation, implementation, and monitoring of Workforce Grant budgets.
Advise, mentor, train, and motivate staff members to achieve Workforce Grant objectives, contractual performance measures, and organizational goals while ensuring exceptional customer service and compliance with applicable federal, state, local, and grant requirements.
Collaborate with workforce system stakeholders, develop strategic partnerships, and maintain meaningful relationships with employers, community organizations, educational institutions, and other partners to enhance Workforce Grant outcomes and expand opportunities for customers.
Oversee the customer triage process to ensure accurate categorization and timely resolution to inquiries.
Handle escalated customer issues, ensuring swift and effective resolution.
Develop strategies and protocols to minimize recurring challenges and improve first-contact resolution rates.
Create, implement, and refine processes for triage, issue resolution, and escalation management.
Develop policies to standardize customer service practices and ensure consistently positive experiences.
Audit the customer experience in varying units to identify inconsistencies and areas for improvement.
Map and analyze customer journeys to pinpoint inefficiencies and optimize touchpoints for improved satisfaction and operational efficiency.
Monitor and audit team performance, customer feedback, response times, and resolution rates to ensure alignment with service standards and organizational goals.
Work with management team and analysts to develop metrics to ensure alignment of strategies and operations with organizational goals.
Prepare and present data-driven recommendations to leadership, translating complex analytical findings into clear and actionable strategies.
Complete other duties as assigned.

Requirements

Valid driver’s license and proof of insurance with good driving record.
Ability to relocate within the service delivery area.
Bilingual in English and Spanish strongly preferred.

Skills

Knowledge of workforce development, economic development, business intelligence and trends, and project management.
Knowledge of effective management techniques and practices to include planning, strategy development and implementation, assessment of outcomes and accountability.
Knowledge of word processing, spreadsheet, technology, and computer skills.
Exceptional customer service and interpersonal skills.
Excellent problem-solving and critical thinking skills, organizational skill, and detail oriented.
Excellent verbal and written communication skills.
Ability to develop and maintain effective working relationships with management, coworkers, and vendors.
Ability to develop strategies and solutions.
Ability to synthesize data from multiple systems and generate actionable insights by identifying patterns, trends, and anomalies that inform customer experience strategies.
Skilled in performing root cause analysis to understand underlying issues affecting customer satisfaction and proposing evidence-based solutions.
Expertise in leveraging analytics to streamline workflows, enhance triage processes, and improve first-contact resolution rates.

Location

Texas
Florida

Work Type

Onsite
Full-time

Experience Level

3 years of relevant experience preferred

Education Level

Undergraduate degree from an accredited university or college in a relevant field of study

Salary/Compensations

$65,000 - $75,000

Benefits

Health Insurance (with 0 cost options for employee only plans)
Wellness Reimbursement
Generous Paid Time Off
Paid Parental Leave
401(K) with 6% Employer Match
Dental
Vision
Life Insurance
Short and Long Term Disability
Pet Insurance

About the Company

C2 Global Professional Services is an award-winning employment and training organization, that prepares and places people into productive jobs.
We strive to fulfill our mission by following our Core Values of “Respect, Communication, Customer Engagement and Ingenuity.”
Come and surround yourself with talented and professional individuals who have also taken the next step of making a difference in someone’s life.

Equal Opportunity

C2 Global Professional Services, LLC reaffirms its commitment to the principles of equal opportunity and diversity. Our policy prohibits employment decisions based on race, color, religion, sex, gender, gender identity, sexual orientation, ancestry, pregnancy, medical condition, age, marital status, national origin, citizenship status, disability, genetic information, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Employment decisions can include hiring, firing, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions will be made on the basis of individual skills, knowledge, abilities, job performance, and other appropriate qualifications.