Hybrid Customer Experience & Operations Lead

TechDigital Group; Teaneck Township (NJ); Hybrid; USD 110,000 - 160,000; Full time

Job summary

TechDigital Group is seeking a Business Manager to drive customer service excellence and operational efficiency. The role features a hybrid work model with day shifts, focusing on enhancing customer satisfaction and streamlining processes to support growth.

You will lead CX strategies, oversee daily operations, and mentor teams, while aligning initiatives with business objectives and regulatory requirements. This position emphasizes data-driven improvements and stakeholder engagement.

Qualifications

• 10 years of experience in customer service management or related roles.
• Strong analytical skills with ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills to interact with diverse teams.
• Proven track record of implementing successful customer service strategies.
• Proficiency in using customer service management software and tools.
• Bachelor's degree in business administration, management, or a related field.

Responsibilities

• Lead the development and implementation of customer service strategies to enhance client satisfaction and loyalty.
• Oversee daily operations to ensure seamless service delivery and adherence to company standards.
• Provide guidance and support to customer service teams, fostering a collaborative and high-performance environment.
• Analyze customer feedback and operational data to identify areas for improvement and implement effective solutions.
• Collaborate with cross-functional teams to align customer service initiatives with business objectives.
• Develop and maintain strong relationships with key stakeholders to ensure customer needs are met.
• Monitor industry trends and best practices to continuously improve service offerings and processes.
• Ensure compliance with company policies and regulatory requirements in all customer interactions.
• Drive process improvements to enhance efficiency and reduce operational costs.
• Prepare and present reports on customer service performance and initiatives to senior management.
• Utilize data analytics to forecast customer needs and tailor service strategies accordingly.
• Coordinate training and development programs to enhance team skills and knowledge.
• Contribute to the company\'s purpose by ensuring customer satisfaction and fostering a positive brand image.

Skills

Customer service management

Data analysis

Communication skills

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

Job description

TechDigital Group is seeking a Business Manager to drive customer service excellence and operational efficiency. The role features a hybrid work model with day shifts, focusing on enhancing customer satisfaction and streamlining processes to support growth.

You will lead CX strategies, oversee daily operations, and mentor teams, while aligning initiatives with business objectives and regulatory requirements. This position emphasizes data-driven improvements and stakeholder engagement.