Customer Experience Manager

We are seeking an experienced and dynamic Manager, Customer Experience to join our company.

The Customer Experience Manager is a key strategic and functional leader who is responsible for enhancing the customer experience across our customer’s journey and driving improvements through cross-functional teams to deliver a world-class customer experience.

About Us

At 411 BPO, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.

Minimum Requirements

1. Bachelor’s degree or equivalent work experience
2. Experience (3-5 years) in a Customer Experience role building, executing, and/or improving the holistic customer experience in the SMB market focusing on high volume, small ticket items.
3. Proven track record of designing and improving successful voice and non-voice customer journeys.
4. Experience with call center operations including operations in PH and Mexico
5. Must be highly organized, collaborative, and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines.
6. Sound business judgment, a proven ability to influence others, analytical skills, and a proven track record of taking ownership and delivering results.
7. Strong attention to detail and a desire to make a difference.

Scope

1. Drive the deep understanding and optimization of the customer journey and holistic customer experience to increase customer satisfaction resulting in decreased churn.
2. Use customer insights and other data sources to identify, prioritize, and facilitate cross-functional initiatives that drive improvements to the customer experience.
3. Define, validate, implement, and manage pilots and programs focused on removing friction within the customer journey.

Responsibilities

1. Deliver strategic recommendations to CS Leadership highlighting the current state of the customer experience, risks and opportunities.
2. Proactively develop strategies, set priorities, and operationalize approved changes to optimize the customer journey through partnership with peers across CS and other departments.
3. Build and manage a scalable VoC program with multiple customer listening posts to gain invaluable insights into customer risk.
4. Drive transparency, accountability and action to improve the customer experience.
5. Lead a team focused on the continuous improvement of the customer journey including  operational support, theory testing, VoC, data analytics, and customer enablement.  
6. Work closely with cross-functional teams to drive successful cross-functional alignment and action to improve the Customer Journey.
7. Work with leadership to define, test,  launch  and scale initiatives that deliver positive outcomes to customers and the business. .
8. Other duties as assigned by the VP, Customer Success

Work Conditions: Remote Full-time, Monday – Friday, 7 am – 4 pm PST

Minimum years of experience: 2-3

Ideal years of experience: 3-5 

Type of experience:

Critical – Building, executing, and/or improving the holistic customer experience in the US SMB market focusing on high volume, small ticket items.

Critical – Proven track record of designing and improving successful voice and non-voice customer journeys.

Minimum education level/or compensation: Bachelor’s degree or equivalent work experience 

Compensation – Base + Monthly Bonus

Key Performance Indicators

1. >90% Gross Revenue Retention
2. <115% Net Revenue Retention
3. 1% increase in MoM LTV
4. x% improvement in MoM Customer Health (baseline TBD)
5. NPS >55%

Company Values

Get Stuff Done, Deliver Results, Own It! 

Directly Communicate, Fiercely Collaborate

Innovate Always and in All Ways 

Domain Experts, Company Experts 

Growth: Customers, Company, People 

At 411 BPO, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication.

Join 411 BPO and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins.

To apply, please submit your resume outlining your relevant experience. We look forward to reviewing your application!

Note: Only shortlisted candidates will be contacted for further evaluation.