Operations & Customer Experience Manager

LHH Recruitment Solutions; Greensboro, Winston-Salem, High Point (NC, NC, NC); On-site; USD 44,000 - 55,000; Full time

Job summary

LHH Recruitment Solutions is assisting a Greensboro client in finding an Operations & Customer Experience Manager to lead a team of Customer Service Coordinators and Permit Technician. This on-site role runs Monday-Friday 8:00 a.m. to 5:00 p.m.

and is contract-to-hire, offering $32-40/hour depending on experience. You will oversee administrative and customer-facing operations across the territory, manage dashboards and metrics, and serve as the point of contact for escalated customer issues,

Qualifications

• Prior experience managing a team and owning a process
• Experience handling escalated customer issues
• Must have strong communication skills
• Ability to prioritize, multi-task and shift immediate focus throughout the day

Responsibilities

• Oversee a team of Customer Service Coordinators and Permit Technician within immediate territory
• Collaborate with leadership closely to identify challenges, areas for improvement, daily/weekly/monthly objectives, etc.
• Manage internal dashboard and metrics to track each phase of project to completion
• Act as point of contact for internal employees regarding escalated customer issues and work with Director of Operations to identify a solution
• Ensure consistent customer contact throughout project lifecycle
• Identify areas for performance and process improvement

Skills

Team leadership

Escalated issue resolution

Strong communication

Prioritization & multitasking

Job description

LHH is working with a client in Greensboro searching for a Operations& Customer Experience Manager to join their team! This role will be onsite M-F 8-5, contract-to-hire paying $32-40/hr. based on experience. This position will be focused on overseeing administrative and customer-facing operations throughout a territory. Must have prior experience in leadership and resolving escalated customer issues to be eligible for this role.

Responsibilities:

• Oversee a team of Customer Service Coordinators and Permit Technician within immediate territory
• Collaborate with leadership closely to identify challenges, areas for improvement, daily/weekly/monthly objectives, etc.
• Manage internal dashboard and metrics to track each phase of project to completion
• Act as point of contact for internal employees regarding escalated customer issues and work with Director of Operations to identify a solution
• Ensure consistent customer contact throughout project lifecycle
• Identify areas for performance and process improvement

Qualifications:

• Prior experience managing a team and owning a process
• Experience handling escalated customer issues
• Must have strong communication skills
• Ability to prioritize, multi-task and shift immediate focus throughout the day