JOB DESCRIPTION

JOB SUMMARY

The Customer Experience manager is responsible for managing CRM projects tied directly to the customer experience (CX) strategy and our CX roadmap.  He/She designs, builds, launches, manages and closes projects using industry-accepted standards of project management to ensure that each initiative developed progresses successfully. Effective execution of our strategy requires customer centric approaches to drive the desired experience and meet our financial objectives.  This position oversees Support Specialists and Project Supervisors.

The Customer Experience Manager manages project lifecycles, including project scope, resources, schedule, initiation, start-up/design, building, and deployment to see projects from beginning-to-end. He/She forwards project documents to stakeholders to obtain sign-off, agreement on project costs, and needed resources. This position develops project plans (i.e., detailed plan, milestones, and work breakdown structures) and assigns tasks to resources to ensure that the project will be completed on time and according to specifications. The Customer Experience Manager ensures affected functions or groups are identified and works with them to negotiate process changes, ownership of processes, and to manage project impact. He/She follows up with assigned resources formally (e.g., status meetings, etc.) and informally to continuously manage the productivity of the team, project timelines, and deliverables as well as balances multiple projects and deployment schedules to meet stakeholder goals and expectations.

 OTHER DUTIES

• Reviews project timelines, issues and risk reports with project team to ensure understanding of expected project deliverables.
• Finalizes measurement criteria that establish metrics to determine customer satisfaction levels for project success and reviews sales training material for field personnel to ensure sales documentation is clear and accurate prior to distribution.  
• Acts as a liaison between vendor and stakeholders to serve as a single point-of-contact for technology issues.
• Tests functionality of vendor deliverables to ensure project components are designed according to specifications prior to field distribution.
• Manages resources and people processes (e.g., Quality Performance Review [QPR], Career Development, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Coaches others and provides on-going feedback and support to improve performance.

 PREFERRED COMPETENCIES

• Assesses Business Needs:  Identifies current and future needs of the customer or business; understands how business needs dictate the project’s requirements, project direction, business objectives, and resource allocation; makes recommendations on the solutions-design phase of the project.
• Detail Orientation:  Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Meeting Facilitation:  Demonstrates active listening, asks open-ended questions, and effectively uses a variety of media (data show, flip charts, etc.); demonstrates a basic understanding of group dynamics and team development; identifies resources needed to conduct a successful meeting; summarizes participants’ contributions and provides follow-up communications and notes.
• Project Management:  Develops project management plans and leads the implementation for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; manages minimal organizational resistance to cross-functional project demands; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.) appropriately.
• Projects, Programs or Processes Design and Development:  Defines general business requirements for projects and/or processes; modifies or adjusts existing designs; develops working models; describes the impact of not following design specifications.
• Solicits and Gathers Information:  Demonstrates a working knowledge of techniques for soliciting and gathering information; identifies appropriate sources of information.

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity

Founded on a $100 loan in 1907, 2 teenage boys opened up a messenger service in a 6 by 17 foot office located just below the sidewalk on Second Avenue and Main Street in Seattle, WA. Messengers ran errands, carried notes, hand baggage, and delivered trays of food for customers. They also delivered packages, traveling by streetcars and bicycles for longer trips, and later using motorcycles.