Customer Experience & Process Improvement Leader

Pan Pacific Hotels Group Limited; Fresno, Northern (CA, KY); Hybrid; USD 90,000 - 102,000; Full time

Job summary

Pan Pacific Hotels Group Limited is seeking a Process Improvement & Systems Management leader in Fresno to optimize customer service operations and drive continuous improvement across departments. You will document procedures, monitor KPIs and coach the Customer Service team to deliver consistent, high-quality outcomes.

The role requires strong cross-functional collaboration, CRM proficiency, and a track record of elevating service levels.

Qualifications

• Excellent customer care and focus; ability to assess customer needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience.
• Strong cross-functional collaboration and relationship building skills.
• Strong leadership and team development skills.
• Experience working with CRM platforms such as Salesforce.
• Knowledge of quality systems, audit processes and continuous improvement methodologies.

Responsibilities

• Develop, document and maintain department procedures, work instructions and service standard.
• Identify process gaps and lead continuous improvement initiatives that increase efficiency, consistency and service quality.
• Leverage CRM and business systems to improve team effectiveness, customer engagement, reporting and operational visibility.
• Establish and maintain performance metrics and reporting tools to support data-driven decision-making.
• Collaborate with other departments to streamline workflows and improve information flow throughout the organization.
• Lead, coach, develop and evaluate Customer Service personnel to ensure high levels of performance and accountability.
• Establish individual and departmental goals that align with company objectives.
• Create and maintain employee onboarding, training, cross-training and development programs.
• Conduct regular performance reviews, coaching sessions and career development discussions.
• Foster collaboration, engagement and knowledge sharing within the Customer Service team.
• Maintain a high level of customer satisfaction through timely and effective issue resolution.
• Monitor and improve department KPIs, including response times, queue management, customer satisfaction and first-contact resolution.
• Resolve customer escalation and issues beyond representative capabilities.
• Actively participate in customer business reviews, scorecard reviews and customer engagement initiatives.
• Develop and implement customer feedback programs to identify improvement opportunities and improve the customer experience.
• Follow ISO and all other applicable procedures and company policies.
• Perform other duties as required / needed.
• Ensure Customer Service personnel possess the product knowledge and troubleshooting skills required to effectively support customers.
• Partner with Engineering and Quality departments to improve technical knowledge, troubleshooting capabilities and issue resolution processes.
• Drive initiatives that improve first-call resolution and reduce unnecessary escalations.
• Participate in internal and external audits as required.
• Maintain compliance with ISO requirements and company policies.
• Assist in developing and monitoring corrective actions related to customer complaints and warranty issues.
• Support continuous improvement efforts withing the organization’s quality management system.
• Review and approve employee timecards and schedules.
• Manage departmental staffing requirements and workload distribution.
• Review and respond to customer debit memos and claims.
• Perform other duties and assigned.

Skills

Leadership

Cross-functional collaboration

Verbal and written communication

Data analysis

Customer care

Strong sense of urgency

Self-motivation

Education

Bachelor’s degree in business administration, business or related field

High school degree or equivalent

Tools

Salesforce

Job description

Pan Pacific Hotels Group Limited is seeking a Process Improvement & Systems Management leader in Fresno to optimize customer service operations and drive continuous improvement across departments. You will document procedures, monitor KPIs and coach the Customer Service team to deliver consistent, high-quality outcomes.

The role requires strong cross-functional collaboration, CRM proficiency, and a track record of elevating service levels.