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Customer Experience Manager

The Manager of Customer Experience is responsible for the day-to-day operations of the Customer Experience team at Zaner-Bloser.  This position is responsible for leading, coaching, training, motivating, and maintaining a very high level of support for the company’s external and internal customers.

Essential Duties and Responsibilities:

  • State the activities that are essential to job success.  List functions that identify the scope of authority and latitude of judgment. Include the fiscal impact of the position.
  • Develop, mentor, and coach team members to ensure effectiveness and quality of service.
  • Provide leadership by instilling passion, enthusiasm, and direction through coaching and the development of a cohesive team.
  • Develop and align team and individual goals with organizational objectives.
  • Set department-wide performance, productivity and quality goals and manage work plans to achieve set goals.
  • Act as a customer advocate to provide problem resolution and expedite responses.
  • Analyze department metrics and call patterns and make recommendations to achieve an ideal state.
  • Identify and develop cross functional training needs for the department.
  • Ensure complete communication--up, down, and across the business. Collaborate cross functionally with teams including: Operations, Sales, Marketing, and additional departments to accomplish goals and improve the quality of performance of the Customer Experience team.
  • Manage, prioritize, and lead multiple time sensitive cross-functional projects.
  • Continually review and question current policies and procedures to ensure the team serves our customers in the best way possible.

Education and Experience:

  • Bachelors’ Degree in Business with 5-7 previous years direct work experience in a service type of role.
  • 3-5 years of management experience.
  • Excellent written and verbal communication skills

Qualifications:

  • Proven ability to successfully communicate ideas and recommendations to all levels within the organization
  • Ability to lead within a sphere of influence, motivate others, and resolve conflicts and roadblocks
  • Proficient with ERP/Fulfillment and CRM Systems.
  • Knowledge and experience of automated call systems.
  • Proficient in office software, including Microsoft 365.
  • Knowledge of the Educational Marketing preferred.

Up to 10% travel.

At Zaner-Bloser, we're driven by a singular mission: to support teachers with effective educational resources that make learning successful and joyful. We know how challenging it is to be an educator and how rewarding that hard work can be when you see your students realizing their potential. We create motivating programs based on the most current research so that you have the tools you need in your classroom to help every student achieve

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