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A leading company seeks a Customer Experience Program Manager to enhance service delivery and customer satisfaction in their HR Operations team. This fully remote role will lead projects, drive process improvements, and ensure high-level performance metrics, requiring strong leadership in HR practices and customer success techniques.
The Opportunity
Reporting to the Executive Director, Customer Experience, the Customer Experience Program Manager is responsible for bringing a consistent focus to Mass General Brigham's HR Operations and Technology team's service delivery and customer experience. This REMOTE role will collaborate across the HR Operations and Technology team to enable the continued maturity of the HR Operating model, drive execution of program and project activities, and advance a culture of continuous improvement through the identification of improvements and/or efficiencies with the goal of delivering best-in-class customer experience.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
* Lead program/project(s) through oversight, guidance, and direction of plan deliverables and actions.
* Lead the assessment and documentation of the business processes to determine how to reduce rework, improve quality, improve efficiency, and optimize customer experience.
* Partner and drive the development of improvement initiatives, scoping and objectives, ensuring technical and operational feasibility of continuous improvement initiatives.
* Implement strategies to boost customer satisfaction and retention.
* Develop and refine customer sentiment reporting mechanisms.
* Initiate programs that greatly improve agent performance by leveraging technology (AI, automation, process redesign).
* Collaborate across the organization to support business process needs specific to projects, and/or the introduction of new services.
* Derive customer insights from performance metrics and feedback to support continuous improvement and employee value proposition.
* Drive the development and validation of current and future state end-to-end processes, standard work, and process flows while ensuring all stakeholders clearly understand.
* Understand process dependencies, compliance, and controls while ensuring issues and risks are tracked, shared, and understood by key stakeholders.
* Manage key operational controls and compliance activities and standards, to include business continuity and disaster recovery plans, operational standards, escalation process, defect management, audit requests, and operational standards.
Education
Bachelor's Degree Related Field of Study required
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Experience
Demonstrated leadership experience in HR Shared Services, HR Generalist and/or HR Business Partner roles in large complex organizations 5-7 years required
Knowledge, Skills, and Abilities