Customer Experience Manager

Job not on LinkedIn

3 days ago

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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BusPatrol

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Transportation • Safety • Education

BusPatrol is dedicated to making school transportation safer for children. As the leader in stop-arm enforcement programs, BusPatrol aims to change the driving culture around school buses, ensuring safer journeys for students. The company emphasizes safety technology and collaborates with various tech partners to enhance their safety programs and resources.

201 - 500 employees

Founded 2017

📚 Education

📋 Description

• Maintains and improves relationships with transportation customers to include school district transportation teams and school bus operators by providing support, information, and punctual responses to customer requests • Works closely with Field Service to ensure timely and accurate execution • Monitors and reports to the customer on fleet performance by monitoring dashboards and gathering feedback from clients • Ensures accuracy of customer scorecard metrics and escalates concerns appropriately • Assists with data mining and reporting general customer account information • Owns transportation and operator customer meeting setups and agenda • Identifies breakdowns and best practices for Bus Drivers and provides training with examples to make sure safety best practices are in place • Facilitates Service/Replacement Order process for all company products • Identifies opportunities for service and support process improvements • Ensures refresh installation and maintenance are up to the highest standards. Sets the Servicing agenda for fleets under management for a rolling 2-week period • Creates wide ranging campaigns to upgrade, improve, and remediate BusPatrol hardware • Ensure Fleet data quality is pristine across all systems • Partners with project management, field services, and IT to maintain quality standards, and alerts field services to trends that may require intervention from the team. • Performs root cause analysis to troubleshoot issues and provide resolution (5 why, 8D, fishbone/ Ishikawa, poka-yoke).

🎯 Requirements

• Bachelor’s degree required. • CCXP (Certified Customer Experience Professional certification preferred) • Minimum of 3 years’ experience and demonstrated success/knowledge, managing relationships with internal and external customers and process improvement in a post-installation technical customer-facing support environment. • Experience working with program management to grow the business and address issues. • Customer-Centric mindset, strong relationship building skills, and ability to anticipate and resolve customer issues that may delay or inhibit contract renewal. • Technology skills which support the ability to communicate effectively and work remotely (e.g., through Teams and e-mail) and the ability to learn and operate effectively in Salesforce • Usage of various Six Sigma methodologies and root cause/corrective action tools. (Six Sigma yellow belt preferred) • Experience with operational risk management. • Experience analyzing, solving quality problems and performing root cause analysis. • Experience working in a matrix team environment.

🏖️ Benefits

• A competitive salary and benefits package • Comprehensive personal time off, including volunteering and birthday days off • An opportunity to help build a company dedicated to children’s safety • The chance to join an innovative and dedicated team, focused on leading edge technology • The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork