Customer Service Center Manager

Job Purpose

HYBRID ROLE - 3 DAYS IN OFFICE, 2 DAYS REMOTE BASED OUT OF OUR DOWNEY, CA OFFICE

We are seeking a highly motivated and experienced Customer Experience Center Manager to join our team. In this role, you will lead the operations of a customer experience center focusing on delivering exceptional, best-in-class customer experiences.

You will be responsible for managing a team of Customer Experience Team Managers & their Customer Experience Professionals. You will be implementing processes to enhance customer satisfaction, loyalty, and overall brand perception while supporting the larger Veritiv Customer Experience team and strategy.

Job Responsibilities

• Develop and implement a customer experience strategy aligned with the organization's overall goals and objectives. Define the desired customer journey, touchpoints, and service standards to create a consistent and positive customer experience.
• Lead and manage a team of customer experience professionals, including hiring, training, and performance management.
• Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points. Translate insights into actionable strategies to improve the customer experience.
• Identify areas for process improvement within the customer experience center. Streamline processes, remove bottlenecks, and implement best practices to enhance efficiency and effectiveness.
• Collaborate with other departments, such as marketing, sales, product development, and operations, to align customer experience initiatives with overall business objectives.
• Develop and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy. Identify opportunities for personalized interactions, proactive communication, and value-added services.
• Define and track key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores, Net Promoter Score (NPS), customer retention, and lifetime value. Analyze data to measure performance, identify trends, and drive continuous improvement.
• Stay updated on emerging technologies and trends in customer experience management. Leverage technology, such as CRM systems, artificial intelligence (AI), and automation, to enhance the customer experience and drive operational efficiency.
• Develop training programs to equip employees with the skills and knowledge required to deliver exceptional customer experiences.
  
  

Skills Required

Additional Responsibilities & Qualifications:

• Strong strategic thinking and ability to develop and execute customer experience strategies.
• Proven experience in a leadership role focused on customer experience, customer service, or contact center management.
• Strong understanding of customer experience strategies, methodologies, and best practices.
• Excellent leadership and people management skills, with the ability to motivate and inspire a team.
• Strong communication and presentation skills, with the ability to influence and collaborate with stakeholders at all levels.
• Project management skills and ability to drive cross-functional initiatives.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
  
  

The expected base salary range for this position is $119,900.00 - $176,400 annually.

Join our team and be part of a company that values customer-centricity and strives to deliver exceptional experiences. If you are passionate about driving customer satisfaction and have a strategic mindset, we would love to hear from you.



Work Experience

• 3-5 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.
• 3-5 years of related job experience.
• Experienced in providing leadership to others regarding work related systems, processes, and challenges.
  
  

Education

• Bachelor's Degree Preferred
  
  

What We Offer

• Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more! Learn more here.
  
  

Veritiv Corporation, headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we’re helping businesses cut costs, reduce waste, and improve efficiencies that make doing business easier. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.

Veritiv is an Equal Opportunity/Affirmative Action employer.

EEO Policy US | EEO Policy Mexico

This description does not attempt to define the job's essential functions as defined by applicable disabilities law.