Manager, Customer Experience Operations
Overview The Manager, Customer Experience Operations will directly manage a team of technical personnel working onsite at your customers' locations, provide technical leadership, and to help ensure that end users are receiving efficient and timely technical supportThe Manager, Customer Experience Operations will be instrumental in developing processes and procedures relating to the operation of Customer Experience; identification, prioritization, and resolution of end user help requests, including the monitoring, reporting, and coordination of Service Delivery functionsThe Manager, Customer Experience Operations will work to ensure that end users are receiving the BEST service they have ever experienced by equipping the Customer Experience Operations Team (CXO) to be successfulResponsibilities o Assist the Senior Manager of Customer Operations by the supervision of onsite personnel including, but not limited to, setting expectations, training, performance evaluations, career development, hiring, and disciplinary actiono Analyze performance of customer support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfactiono Participate in CXO Management Meetingso Ensure day to day operations of the onsite team memberso Develop processes and procedures that drive consistency in operationo Assist in the facilitation of Customer Escalation Requestso Prioritize workload for CXO and individual members as necessaryo Complete weekly/monthly reportingo Effectively and consistently communicate issues and ongoing operations with Management Team and other departmentso Provide Technical Leadership to junior System Administrators, Helpdesk Specialists, etco Lead daily/weekly technical meetings, as necessaryo Any other task or duty as assigned or requiredQualifications o REQUIRED o At least two years of proven management, leadership, or coaching experience requiredo At least five years of proven technical experience relevant to the Onsite Support team requiredo Experience in the development and continuous improvement of processes and procedures requiredo Experience developing teams and collaborative environments requiredo Willingness and ability to travel 5%-10% of the time requiredo PREFERRED o Industry recognized certifications that are relevant to the following:
ITIL, Six Sigma, COBIT, or other IT Frameworks Industry standard Service Desk certifications / memberships (exHDI) A+, Network
Certifications MCP, MCITP, MCSA, MCSA Certifications o Proven experience with the following technologies:
Windows 10, Window 11, MacOS Windows Server Active Directory Office 365 Microsoft Office Suite Azure Citrix XenApp, Citrix XenDesktop VMware PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
Must be able to sit for long periods and use computer keyboard and/or mouse while viewing computer screenMust be willing to work flexible schedule, which will include nights and weekendsThis is a brief description of the Manager, Customer Experience Operations responsibilities and is not limited to those described hereinManagement retains the right to add, delete or modify any of these responsibilities at any time during employmentRev2/2024 Recommended Skills Active Directory Group Apple Ios Business Process Improvement Citrix Systems Citrix Xen App Computer Keyboards Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
ITIL, Six Sigma, COBIT, or other IT Frameworks Industry standard Service Desk certifications / memberships (exHDI) A+, Network
Certifications MCP, MCITP, MCSA, MCSA Certifications o Proven experience with the following technologies:
Windows 10, Window 11, MacOS Windows Server Active Directory Office 365 Microsoft Office Suite Azure Citrix XenApp, Citrix XenDesktop VMware PHYSICAL REQUIREMENTS/WORKING CONDITIONS:
Must be able to sit for long periods and use computer keyboard and/or mouse while viewing computer screenMust be willing to work flexible schedule, which will include nights and weekendsThis is a brief description of the Manager, Customer Experience Operations responsibilities and is not limited to those described hereinManagement retains the right to add, delete or modify any of these responsibilities at any time during employmentRev2/2024 Recommended Skills Active Directory Group Apple Ios Business Process Improvement Citrix Systems Citrix Xen App Computer Keyboards Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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