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The Home Depot
Columbia, MD, United States
Req114695 Position Purpose Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage all activities required to ensure a safe opening and closing process. They coach associate
Job Source: The Home DepotFive Below
Fairfax, VA, United States
At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they’ll
Job Source: Five BelowStream Realty
Washington, DC, United States
Company Description ABOUT STREAM REALTY PARTNERS Founded in 1996, Stream Realty Partners (Stream) began with a vision. Not one focused on bricks and mortar, but with people at its foundation. With 215+ million square feet of assignments and more than $5.8 billion in annual transactions, we are one of the fastest-growing, full-service commercial r
Job Source: Stream RealtyCarousel Industries of North America Inc.
Glenn Dale, MD, United States
Company Overview NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, comm
Job Source: Carousel Industries of North America Inc.AARP
Washington, DC, United States
Overview: AARP is the nations largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health security, financial stabilit
Job Source: AARPFive Below
Falls Church, VA, United States
At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they’ll
Job Source: Five BelowICF International, Inc.
Arlington, VA, United States
Arlington, Virginia, United States of America JOB #R2200427 **Customer Experience Manager (Customer Feedback)** ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate abo
Job Source: ICF International, Inc.Brilliant Earth LLC
Bethesda, MD, United States
**Brilliant Earth** **Customer Experience Manager, Bethesda** **Sales and Customer Service - Bethesda, MD - Full Time** **Customer Experience Manager** The Customer Experience Manager will build, lead and mentor a team of dedicated Customer Experience Assistants, Jewelry Consultants, and Concierges responsible for meeting quarterly sales targets an
Job Source: Brilliant Earth LLCWashington, DC, United States
**Customer Experience Manager**
at Clutch.co Washington, District of Columbia, United States Who We Are
Clutch is the leading ratings and reviews platform for IT, Marketing and Business service providers. Each month, over half a million buyers and sellers of services use the Clutch platform, and the user base is growing over 50% a year. Clutch has been recognized by Inc Magazine as one of the 500 fastest growing companies in the United States and has been listed as a top 50 startup by LinkedIn. Recently, Clutch received a strategic investment from Susquehanna Growth Equity, a leading growth equity fund that specializes in growth-stage, B2B technology companies.
About the Role
Clutch is looking for an experienced, collaborative, and results-driven Customer Experience Manager to help scale our customer support and customer success arms.
As a Customer Experience Manager, youll be responsible for providing great customer experiences to the 250,000+ service providers with profiles on our platform and maintaining our reputation for white-glove customer service. To do this, youll coordinate in-house customer experience efforts and global staff augmentation partners to develop and maintain high CSAT and NPS scores.
While leading your team to be results-oriented and focused on continuous improvement, youll draw on past customer experience and management success to guide Clutchs customer experience strategies moving into 2022 - including development of new customer support channels, strategies for customer engagement and retention, and staff augmentation plans.
Responsibilities
* Define and implement standards for ensuring optimal customer experiences across multiple personals, including sponsors, service providers, and buyers on Clutch
* Implement, monitor, and improve customer satisfaction measurements, and develop dashboards to report on success and areas for improvement
* Monitor the activities of in-house and global customer experience teams and develop coaching plans to improve performance
* Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience platforms
* Define customer health scores and design plans to intervene on clients behalf
* Create a structured escalation process for customer support cases to quickly resolve customer complaints
Skills & Experience
* 8+ years experience in a customer success and/or support environment
* 3+ years experience working as a people manager
* Experience managing a mix of domestic and international customer support teams
* Documented process improvement experience that led to measurable improvement in business outcomes
* Demonstrated analytical skills, attention to detail, and quality assurance
* Strong organizational, communication, written, and problem-solving skills
* Track record of working cross-functionally to develop ideas from the ground up and commitment to providing honest, constructive feedback to peers
Nice to Haves
* Knowledge of Hubspot CRM and Service Center
* Knowledge of Drupal CMS
Clutch Co. is an Equal Employment Opportunity employer. We consider all qualified applicants without regard to race, traits historically associated with race (including hair texture, hair type and protective hairstyles), religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, physical or mental disability, personal appearance, genetic information, marital status, political affiliation or activity, credit information, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other characteristic protected by applicable law.
Clutch Co. is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Applicants with disabilities are invited to advise Clutch Co. of any reasonable accommodations needed in the application process by contacting us at [email protected]
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Customer Experience Manager jobs in Washington, DC, United States
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