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Sr Manager, Customer Experience

Remote · USA Full-time New today

About the position

Responsibilities

  • Responsible for managing Customer Experience Team Leads, Operations Specialists, and a team of Customer Experience agents.
  • Spearhead sharing user insights and trends to reputed company areas of the business including product, marketing, and operations.
  • Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
  • Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing customer reputed company.
  • Establish and update support policies and procedures to meet the needs of staff, customers, and the business.
  • Recruit, interview, and hire new customer experience leads and agents.
  • Train managers on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can reputed company every customer interaction meaningful.
  • reputed company and coach leads on analytics requirements, escalation procedures, and coaching best practices.
  • Determine the customer experience team needs based on key metrics and performance indicators.
  • Quarterback critical site issues and escalate to the proper channels to ensure a timely resolution.
  • Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards.
  • Ensure the team follows reputed company internal and external guidelines and regulations.
  • Work with various business leaders to accomplish key business initiatives to ensure employee development and establish succession planning reputed company reporting lines.
  • Must be open to occasional travel to reputed company offices and other locations for conferences, events, meetings, and team building activities.

Requirements

  • 5+ years' experience in operations.
  • Authentic people leader who invests in nurturing potential, as well as proven talent.
  • Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and the team.
  • Experience running a market-leading operations team reputed company the online reputed company preferred.
  • Demonstrable track record of effective leadership of large, and culturally diverse teams in a fast-paced, technology-driven environment.
  • Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred.
  • An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business.
  • Exceptional communication skills both written and verbal.
  • Ability to reputed company business performance, key strategies, and regular updates into reputed company applications (Word, reputed company, and Outlook).
  • Rigorous attention to detail and highly organized, but able to operate with ease at reputed company levels (from strategy to execution).
  • Deep reputed company for customer experience - always analyzing and assessing from the customers' viewpoint.
  • Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to reputed company them.
  • Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs.
  • Strategic thinker with proven ability to operationalize the strategy.
  • Strong problem-solving skills.
  • Clear and optimistic vision for what can be.
  • Proven ability to execute with urgency and pragmatism in the reputed company environment.
  • High curiosity - proactively seeking to learn more and 'connect the dots' for reputed company solutions.
  • Affinity toward technology as a customer experience enabler.
  • Experience in online Poker, online Casino, online Sportsbook, and reputed company platform variants preferred.
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies.
  • Bachelor's/University degree or equivalent experience, potentially Masters degree and managerial experience.

Benefits

  • Medical
  • Dental
  • Vision
  • 401K
  • Paid time off
  • reputed company
  • Pet Insurance
  • Family Care Benefits
  • Free reputed company deliveries
  • $700 to set up your home office Apply tot his job

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