Client Experience Manager

Responsibilities Leadership for a cross-site team of associates who are focused on providing a world‑class client experience to our NPO customers, while balancing risk to the organization Day‑to‑day management of a team of front‑line associates, including interviewing, onboarding, payroll, PTO Management, scheduling, performance management, risk mitigation, compensation Ensuring controls in place, documented, and executed flawlessly each day Develop and coach associates to effectively, accurately and efficiently meet our client's needs Drive culture and associate engagement through coaching, development and a highly customized and personalized approach to team leadership Success is measured through various critical metrics including individual quality, productivity, client satisfaction Requirements Bachelors’ degree and/or 8+ years’ experience in customer service leadership Experience and demonstrated proficiency in the areas of Risk management, fraud, compliance Active coaching skills with working knowledge of Situational Leadership and Extraordinary Coach Proven ability to balance leadership and supervisory responsibilities while quickly becoming a subject matter expert on all tasks within the team Ability to partner with peers locally and nationally to maintain a culture of collaboration, success and reward Ability to participate in and lead cross-functional initiatives which have significant business impact Strong and proficient verbal and written communication skills, with all levels Timely and effective decision making #J-18808-Ljbffr