Customer Experience Manager with Hospitality Background

3 Men Movers; Dallas (TX); On-site; USD 60,000 - 65,000; Full time

Job summary

Join a leading company as a Customer Experience Manager, where you'll enhance customer loyalty and manage performance. This full-time role focuses on safety, operational goals, and contractor engagement, ensuring a positive customer experience. Ideal candidates are results-driven leaders with strong problem-solving skills.

Benefits

Christmas bonus

Annual profit sharing

Qualifications

• Process-oriented and results-driven.
• Collaborative and effective in team environments.
• Creative thinker, challenges conventional solutions.

Responsibilities

• Provide leadership for safety goals and manage performance.
• Deliver service that meets or exceeds customer expectations.
• Promote a collaborative and communicative team environment.

Skills

Problem-solving

Analytical skills

Decision-making

Leadership

Customer Driven

Job description

Customer Experience Manager with Hospitality Background

Customer Experience Manager with Hospitality Background

4 days ago Be among the first 25 applicants

Step into a dynamic workday at 3 Men Movers, a company seeking individuals with customer service and business consulting skills to enhance customer experience and loyalty. Join to create mutually beneficial environments for all parties involved.

The Austin Customer Experience Manager, guided by the Director of Customer Experience, will partner with a team of Independent Contractors. This role focuses on achieving logistics and operational goals while simultaneously growing market sales. Key responsibilities include promoting safety, enhancing customer experience, managing performance, and growing Contractor engagement.

Principal Responsibilities

Safety & Compliance

• Provide leadership for safety goals
• Identify and rectify unsafe conditions quickly
• Collaborate with contractors to ensure equipment safety
• Supervise safety programs to minimize accidents and injuries
• Encourage contractor participation for a safety culture
• Conduct monthly inspections to identify and remedy hazards
  
  

Performance Management

• Oversee performance management of employees and contractors per policies
• Monitor behaviors affecting the Net Promoter Score and resolve issues
• Conduct site visits to ensure compliance with company processes
• Perform truck inspections for DOT and company regulation adherence
• Manage onboarding, evaluations, and offboarding of contractors and backup drivers
• Order and maintain records for hardware issued to drivers (tablets, phones, GPS)
• Address operational issues and interdepartmental concerns
  
  

Customer Experience

• Deliver service that meets or exceeds customer expectations
• Resolve service requests, schedule changes, and logistical challenges with timely communication
• Interact with customers to address and resolve issues, improving the customer experience
• Promote customer satisfaction and loyalty by representing the company positively
• Ensure compliance of independent contractors with company standards
• Conduct field and truck inspections, retraining employees as needed
• Maintain proper procedures and accountability in the dispatch process
  
  

Efficiency

• Monitor productivity goals and ensure adherence to operational standards
• Supervise execution of operational plans to meet division budget goals
• Support and execute service delivery while ensuring compliance with company standards and regulations
  
  

Independent Contractor Engagement

• Promote a collaborative and communicative team environment for employees and contractors
• Develop talent by understanding career aspirations and providing coaching
• Perform additional assigned job-related duties
  
  

Qualifications

• Process-oriented and results-driven, focused on organizational success
• Strong problem-solving, analytical, and decision-making skills
• Collaborative and effective in team environments
• Creative thinker, challenges conventional solutions
• Upholds ethical behavior
• Strong leadership and talent evaluation skills for high-performance teams
• Customer Driven in every interaction
• Comfortable going out and driving sales back to the Market
• Skilled in multitasking and managing competing priorities
  
  

Schedule

This is a full-time, salaried position requiring attendance one Saturday each month. Daily huddle meetings are mandatory at 7:45 a.m., unless they coincide with your scheduled day off or shift start time. Please note that this role is not available for remote work.

Compensation

The salary ranges from $60,000 to $65,000, with the opportunity for a Christmas bonus and annual profit sharing.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Internet Publishing

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