Operations & Customer Experience Manager

Operations & Customer Experience Manager

LHH is working with a client in Greensboro searching for an Operations & Customer Experience Manager to join their team! This role will be onsite M-F 8-5, contract-to-hire paying $32-40/hr. based on experience. This position will be focused on overseeing administrative and customer-facing operations throughout a territory. Must have prior experience in leadership and resolving escalated customer issues to be eligible for this role.

Responsibilities:

• Oversee a team of Customer Service Coordinators and Permit Technician within immediate territory
• Collaborate with leadership closely to identify challenges, areas for improvement, daily/weekly/monthly objectives, etc.
• Manage internal dashboard and metrics to track each phase of project to completion
• Act as point of contact for internal employees regarding escalated customer issues and work with Director of Operations to identify a solution
• Ensure consistent customer contact throughout project lifecycle
• Identify areas for performance and process improvement

Qualifications:

• Prior experience managing a team and owning a process
• Experience handling escalated customer issues
• Must have strong communication skills
• Ability to prioritize, multi-task and shift immediate focus throughout the day
• Adaptable to change