Customer Operations Manager
FleetUp
Glendale, California 91203

Job Description

Are you a hands-on person that thrives in working with and managing teams? Do you embrace a customer first and ‘no customer left behind' attitude? Would you excel at identifying and presenting opportunities to improve and automate service through technology?

The ideal candidate would have a strong interest in both business and technology. Key responsibilities include but are not limited to the following:

  • Drive customer satisfaction through the ownership of daily execution for designated branch, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
  • Produce regular status reports that are audience appropriate to communicate with internal stakeholders
  • Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution
  • Ensure all project activities and deliverables are completed on-time, within scope and budget
  • Drive training & change management
  • Speak with customers that require high-level escalation
  • Capture and report data measuring CS practice KPIs across departments
  • Capture and report data Customer Health scoring and CSS focus
  • Proactively manage resource plan to ensure resource availability and allocation
  • Develop and maintain detailed project plans to track and report progress
  • Partnering with CS leadership on business forecasting and KPI reporting so we always know where we are relative to our goals
  • Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level
  • Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities
  • Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
  • Partner with CS Leaders to understand their teams, business units, and goals
  • Learn all of the existing systems, routines, and cadences that drive our Customer Teams
  • Examine and understand the full customer lifecycle of customer

Requirements

  • 10 years of experience managing teams of minimum 20 employees
  • 5 years of customer management
  • Bilingual Spanish/English (intermediate acceptable)
  • Excellent project management skills. Demonstrated experience in organizing and initiating, planning, and executing large-scale projects from the envisioning stage through to implementation, involving internal cross-functional personnel, contractors, and vendors.
  • Team leadership skills
  • Excellent verbal and written skills
  • Organizational skills
  • Ability to manage a fast-paced environment
  • Knowledge of MS Word, Excel & Outlook, SalesForce
  • Ability to learn proprietary software
  • Travel 10%



Apply Here

PI121296546

Date Posted : 07/01/2020