Head of Customer Experience & Operations

I-66 Express Mobility Partners; Manassas (VA); Vor Ort; USD 84.000 - 116.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Supplemental benefits

Annual bonus potential

Zusammenfassung

I-66 Express Mobility Partners is seeking a Customer Service Manager to lead day-to-day customer service operations across multiple sites and vendor partners. You will drive performance, governance, and service standards while aligning with the enterprise strategy.

The ideal candidate has 7–10+ years in call center leadership, strong KPI analytics, and experience managing outsourced operations; bilingual English/Spanish is a plus. Excellent communication and budgeting skills required.

Qualifikationen

• Bachelor’s degree in communications or business preferred; or experience equivalent
• 7- 10+ years’ experience managing Call Center - Customer Relations staff
• Experience managing outsourced, vendor-supported, or multi-site contact center operations preferred
• Strong understanding of contact center KPIs, including service level, abandon rate, average speed of answer, handle time, quality, productivity, and customer experience metrics
• Demonstrated ability to use operational data and reporting to make informed decisions, improve performance, and hold teams accountable
• Bilingual English and Spanish is a plus

Aufgaben

• Develop a strategic, scalable customer service approach aligned with enterprise-wide operational goals, long-term business objectives, and the customer experience strategy
• Manage and foster a climate for superior customer service; responsible for customer satisfaction, and quality management
• Build and manage cross-functional stakeholder relationships to proactively resolve issues, optimize service delivery, drive operational efficiencies, and champion the customer experience
• Lead and independently manage customer service operations through supervisors who oversee team leads and assigned groups of third-party vendor agents across a layered, multi-site service model
• Provide vendor governance and stakeholder management oversight to ensure contracted agents meet performance, staffing, quality, customer experience, compliance, and service delivery expectations
• Oversee multi-site customer service performance and scalable operating practices to promote consistent procedures, communication, coaching, compliance, and customer handling across all assigned locations
• Monitor inbound call performance as the primary operational KPI, including call volume, service level, answer rate, abandon rate, average speed of answer, handle time, quality, and overall customer experience
• Ensure outbound call efforts are planned, tracked, and executed for customers with outstanding balances, with focus on customer contact, productivity, payment resolution, and compliance with approved procedures
• Provide and ensure effective and long-term problem resolution to items escalated within the department
• Create and measure service standards and key performance metrics for customer interactions
• Request, review, and analyze operational reporting to identify trends, risks, staffing needs, coaching opportunities, budget impacts, and process optimization opportunities
• Hold supervisors accountable for team performance through routine KPI reviews, coaching follow-up, mentoring, action plans, and documented progress toward operational and customer experience goals
• Develop and maintain job succession planning strategies to support leadership continuity, employee development, workforce readiness, and long-term departmental stability
• Manage staffing responsibilities to ensure teams have sufficient agents and employees available to support call volumes, maintain service levels, and meet contractual obligation goals
• Manage the departmental budget, monitor budget performance, identify cost drivers, and provide operational insights to support informed financial planning and resource allocation
• Provide performance, staffing, and operational insights that help identify revenue opportunities, reduce service gaps, and support achievement of departmental and concession revenue targets
• Track all customer questions, concerns, and complaints
• Architect, implement, and maintain procedures, frameworks, and governance controls that support the effective, compliant, and efficient operation of the Customer Service Department
• Serve as an escalation point for issues that impact the customer’s experience
• Partner cross-functionally with Training and Quality to monitor programs, governance controls, and procedures to ensure compliance with the Comprehensive Agreement (CA)
• Provide feedback to the Director regarding service failures and/or customer concerns
• Spearhead special projects, service transformation initiatives, and customer-facing improvements that require cross-functional coordination, attention to detail, and measurable operational impact
• Perform other job-related tasks as necessary

Kenntnisse

Call center leadership

KPI analytics

Vendor management

Bilingual English/Spanish

Stakeholder management

Ausbildung

Bachelor’s degree in communications or business preferred; or experience equivalent

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Jobbeschreibung

I-66 Express Mobility Partners is seeking a Customer Service Manager to lead day-to-day customer service operations across multiple sites and vendor partners. You will drive performance, governance, and service standards while aligning with the enterprise strategy.

The ideal candidate has 7–10+ years in call center leadership, strong KPI analytics, and experience managing outsourced operations; bilingual English/Spanish is a plus. Excellent communication and budgeting skills required.