Customer Experience Leader: Move Coordination Excellence

suddath; Jacksonville (FL); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive wage with benefits package

401(k) with company matching

Weekly pay for hourly employees; bi-?e

Job summary

Suddath is seeking a Manager, Customer Experience in Jacksonville to manage move coordination and drive an exceptional end-to-end customer experience. You will collaborate with leaders and employees to develop the department and implement efficiency improvements.

The ideal candidate brings strong attention to detail, problem-solving, and communication skills, plus experience in military move coordination and a focus on customer satisfaction. Travel is minimal.

Qualifications

• Bachelor's degree (B. A.) from four-year college or university; or 3 years + related customer service and/or training; or equivalent combination of education and experience.
• Proven leadership and interpersonal skills.
• Excellent customer service and written communication skills.

Responsibilities

• Lead, train, coach, and mentor move coordinators to create a culture of excellence.
• Defines performance standards and metrics for move coordination and enables the team to meet or exceed those standards.
• Produces yearly budget with senior management and monitors financial dynamics to ensure that the department adheres to that budget throughout the year.
• Actively participates in recruiting, candidate selection, motivation and employee retention.
• Implements and communicates change to maintain alignment with Suddath vision and guiding principles.
• Investigates escalated customer complaints and provides resolution; communicates with customers via phone, text, virtual, or email channels.
• Collaborates with senior management and department managers regarding process improvements, initiatives, ensuring an exceptional end-to-end customer experience and long-term strategy.
• Oversees metrics for move coordination and identifies opportunities for individual and team improvement.
• Participates in escalation process as defined by senior management; works in concert with operational teams to provide resolution to customer complaints.
• Assists with special projects as needed.

Skills

Leadership

Customer service

Communication

Deadline-driven

Problem-solving

Vision & motivation

Self-motivation

Prioritization

Team development

Documentation & org.

Education

Bachelor's degree

Experience in customer service/training

Tools

Job description

Suddath is seeking a Manager, Customer Experience in Jacksonville to manage move coordination and drive an exceptional end-to-end customer experience. You will collaborate with leaders and employees to develop the department and implement efficiency improvements.

The ideal candidate brings strong attention to detail, problem-solving, and communication skills, plus experience in military move coordination and a focus on customer satisfaction. Travel is minimal.