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Sr. Manager, Customer Experience

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ACV Auctions

Sr. Manager, Customer Experience

Buffalo, NY
Full Time
Paid
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  • Responsibilities

    Job Description

    At ACV Auctions, you have an opportunity to join one of the fastest growing and dynamic technology companies. ACV is taking the world of physical auctions for the transacting of used cars, through digital transformation with its data-driven online marketplace. The used car market is more than twice the size of the new car market with a $180B TAM in the US alone. With a workforce of 1,500 employees across the country, ACV has created a fast-paced and dynamic work environment. The company has raised over $350M of capital at a recent valuation of over $1.5B, and offers the opportunity to help build a large global technology business.

    WHAT ARE WE LOOKING FOR:

    As a core member of the Customer Experience Team at ACV, the Sr. Manager of Customer Experience's primary objective is to serve the needs of ACV and its customers. The primary customers of the Customer Experience team are ACV dealer customers as well as internal teams within ACV, to support improvement of KPIs that reflect the quality, efficiency and performance of ACV offerings and reduce friction within the inspection and wholesale remarketing process for dealer customers.

    WHAT YOU'LL BE DOING:

    The Sr. Manager, Customer Experience is primarily focused on building a customer centric culture and coordinating key programs informed by analysis around customer feedback, engagement, and sentiment. This role will support our leadership team to have a constant pulse on the voice of the customer, with the goal or driving improvement across Customer & Employee Satisfaction metrics. 

    • Develop and deploy ACV's customer experience strategy, including the characterization of strategic customer segments and roles throughout the company.
    • Establish and roll-out ACV's customer experience roadmap. 
    • Identify all touchpoints along the customer journey where feedback should be collected.
    • Develop a systematic way to collect, analyze, and prioritize customer experience feedback to maximize customer acquisition, retention and profitability.
    • Lead projects from start to end to capitalize on identified business and operational customer opportunities.
    • Ensure processes are in place to deliver on SLAs across all channels and deliver on customer satisfaction targets, communicate any barriers and potential solutions.
    • Develop customer satisfaction criteria for measurement against internal performance.
    • Create dashboards for easy insight on leading and lagging indicators of customer satisfaction.
    • Gather and share customer insights, learnings and findings across the organization.
    • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.

     

    WHAT YOU WILL NEED:

    • Experience leading and partnering with Sales, Sales Operations, and Operations required.
    • Strong experience with Salesforce, Zendesk, and Tele-SaaS solutions (e.g. Twilio, etc.).
    • A "roll up your sleeves" mentality and a willingness to get in the weeds to solve problems. 
    • Experience with responsibility for a Voice of Customer (VOC) program.
    • Strong understanding of customer focused KPIs; NPS, CSAT, CES, eNPS, etc. 
    • Strong professional experience with customer ticketing and issue resolution.
    • Experience with data visualization / dashboarding tools such as Tableau. 
    • Experience owning complex project rollouts and report-outs.
    • Expertise in exploratory data analysis and the basics of data-driven reasoning.
    • Firm understanding of customer call center metrics and KPIs; call abandonment rates, email response rates, text/SMS response times, cost per contact, call cost, call center budget management, call center ROI modeling, etc. 
    • Constant attention and focus on the customer facing teams & customers!
    • THE SR. MANAGER, CUSTOMER EXPERIENCE, MUST LIVE IN BUFFALO, NY.

    WHAT WE WILL OFFER:

    • Competitive salary and benefits
    • Upbeat Innovated Culture
    • Professional training opportunities
    • Flexible schedules

    HIRING IS CONTINGENT ON A SATISFACTORY BACKGROUND CHECK AS PERMITTED BY LAW.  ANY FALSIFICATION OF YOUR APPLICATION OR ANY OTHER HIRING MATERIALS IS GROUNDS FOR RESCINDING AN OFFER OR TERMINATION OF EMPLOYMENT.  

    ACV AUCTIONS IS AN EQUAL OPPORTUNITY EMPLOYER (EOE) AND ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, DISABILITY STATUS, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW. 

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