Hybrid Customer Experience Team Manager

Veritiv; Carrollton (TX); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Healthcare benefits

401k

Paid time off

Tuition reimbursement

Job summary

Veritiv is seeking a Customer Service Team Manager to lead a 5–10 person CX team in our Carrollton office with a hybrid work model. You will drive customer-focused strategies, handle escalations, and collaborate with internal and external partners to enhance the customer journey.

The role requires a Bachelor’s degree and 5–10 years of related experience, including supervisory responsibilities and strong communication skills. Healthcare, 401k, PTO, and growth opportunities are offered.

Qualifications

• Bachelor's degree required.
• 5–10 years related experience.
• 1–3 years supervisory/management experience.
• Customer service experience preferred.

Responsibilities

• Lead and manage a team of 5–10 customer experience team members, incl. hiring, training, and performance management.
• Develop and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy.
• Utilize customer feedback, market research, and data analytics to gain insights and translate into actionable strategies to improve the customer experience.
• Identify areas for process improvement within the customer experience center and related departments; streamline processes and remove bottlenecks.
• Support the development and implementation of customer experience strategies aligned with organizational goals.
• Build and maintain strong relationships with internal stakeholders, external partners, and vendors; collaborate to optimize processes.
• Track and manage performance to KPIs such as CSAT, NPS, retention, order accuracy, and perfect order.
• Analyze data to measure performance, identify trends, and drive continuous improvement.
• Conduct monthly calls with sales management to keep open lines of communication.

Skills

Leadership

Customer service

Communication

Data analytics

Process improvement

Relationship building

Decision making

Conflict management

Education

Bachelor's Degree

Job description

Veritiv is seeking a Customer Service Team Manager to lead a 5–10 person CX team in our Carrollton office with a hybrid work model. You will drive customer-focused strategies, handle escalations, and collaborate with internal and external partners to enhance the customer journey.

The role requires a Bachelor’s degree and 5–10 years of related experience, including supervisory responsibilities and strong communication skills. Healthcare, 401k, PTO, and growth opportunities are offered.