CX Coaching Program Lead (Hybrid)

NYCM Insurance Agency Inc.; Town of Edmeston (NY); Hybrid; USD 52,000 - 80,000; Full time

Job summary

NYCM Insurance Agency Inc. is seeking a Customer Experience Coaching Coordinator (Hybrid) in Edmeston, NY. You will design and implement a scalable interaction coaching program, standardize methodologies, and drive improvements using metrics and insights across channels.

Responsibilities include creating learning resources, conducting calibration sessions, and partnering with leadership to promote consistent coaching practices and customer intimacy across the organization.

Qualifications

• High school diploma or equivalent with related experience.
• Ability to design, implement, evaluate, and improve coaching programs and performance initiatives.
• Knowledge of customer experience principles, coaching methodologies, and adult learning.

Responsibilities

• Design, coordinate, deliver, and improve the interaction coaching program across channels.
• Develop standardized methodologies, workflows, and documentation for coaching evaluations.
• Evaluate program health and identify opportunities to improve coaching quality and outcomes.
• Analyze coaching results, metrics, and customer sentiment to drive improvements.
• Create scorecards, dashboards, and actionable insights for leadership.
• Develop workshops, training resources, and job aids for frontline staff and coaches.

Skills

Coaching programs

Analytics

Communication

Project management

Excel

PowerPoint

Scorebuddy

Adult learning

Education

High school diploma

Tools

Scorebuddy

Microsoft Office

Job description

NYCM Insurance Agency Inc. is seeking a Customer Experience Coaching Coordinator (Hybrid) in Edmeston, NY. You will design and implement a scalable interaction coaching program, standardize methodologies, and drive improvements using metrics and insights across channels.

Responsibilities include creating learning resources, conducting calibration sessions, and partnering with leadership to promote consistent coaching practices and customer intimacy across the organization.