Customer Experience Center Manager (Hybrid)

Metropolitan Council of the Twin Cities; Minneapolis (MN); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Metropolitan Council in the Twin Cities region seeks a Manager, Customer Support Center to lead the Customer Experience team's contact center operations, guiding issue resolution, trip planning, and feedback documentation while aligning with agency goals.

The role requires planning, delegation, staff development, and management of high-priority projects, with a hybrid telework option. Minnesota residency is required.

Qualifications

• Experience in a contact center environment or customer service leadership.
• Management, supervisory, or lead experience in relevant settings.
• Education in communications, business administration, planning or related field.

Responsibilities

• Manage and lead the operations of the Customer Support Center.
• Develop and maintain performance standards aligned with agency goals.
• Ensure compliance with Council policies and procedures.
• Develop strategies, roadmap, and strategic plan for the Center.
• Manage high-priority Customer Support Center projects.
• Collaborate with stakeholders across Metro Transit.
• Foster an inclusive workplace culture.

Skills

Contact Center Operations

Customer Service

Project Management

Change Management

Data/Systems

Operations

Education

Bachelor’s degree or higher

Associate degree

High School diploma/GED

Job description

Metropolitan Council in the Twin Cities region seeks a Manager, Customer Support Center to lead the Customer Experience team's contact center operations, guiding issue resolution, trip planning, and feedback documentation while aligning with agency goals.

The role requires planning, delegation, staff development, and management of high-priority projects, with a hybrid telework option. Minnesota residency is required.