Customer Experience Manager
BusPatrol
full-time
Posted on:
Location Type: Remote
Location: Remote • New York, Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $110,000 per year
Job Level
Mid-LevelSenior
About the role
- Maintains and improves relationships with transportation customers to include school district transportation teams and school bus operators by providing support, information, and punctual responses to customer requests
- Works closely with Field Service to ensure timely and accurate execution
- Monitors and reports to the customer on fleet performance by monitoring dashboards and gathering feedback from clients
- Ensures accuracy of customer scorecard metrics and escalates concerns appropriately
- Assists with data mining and reporting general customer account information
- Owns transportation and operator customer meeting setups and agenda
- Identifies breakdowns and best practices for Bus Drivers and provides training with examples to make sure safety best practices are in place
- Facilitates Service/Replacement Order process for all company products
- Identifies opportunities for service and support process improvements
- Ensures refresh installation and maintenance are up to the highest standards
- Sets the Servicing agenda for fleets under management for a rolling 2-week period
- Creates wide ranging campaigns to upgrade, improve, and remediate BusPatrol hardware
- Ensure Fleet data quality is pristine across all systems
- Partners with project management, field services, and IT to maintain quality standards, and alerts field services to trends that may require intervention from the team.
- Performs root cause analysis to troubleshoot issues and provide resolution (5 why, 8D, fishbone/ Ishikawa, poka-yoke).
Requirements
- Bachelor’s degree required.
- CCXP (Certified Customer Experience Professional certification preferred)
- Minimum of 3 years’ experience and demonstrated success/knowledge, managing relationships with internal and external customers and process improvement in a post-installation technical customer-facing support environment.
- Experience working with program management to grow the business and address issues.
- Customer-Centric mindset, strong relationship building skills, and ability to anticipate and resolve customer issues that may delay or inhibit contract renewal.
- Technology skills which support the ability to communicate effectively and work remotely (e.g., through Teams and e-mail) and the ability to learn and operate effectively in Salesforce.
- Usage of various Six Sigma methodologies and root cause/corrective action tools. (Six Sigma yellow belt preferred)
- Experience with operational risk management.
- Experience analyzing, solving quality problems and performing root cause analysis.
- Experience working in a matrix team environment.
Benefits
- A competitive salary and benefits package
- Comprehensive personal time off, including volunteering and birthday days off
- An opportunity to help build a company dedicated to children’s safety
- The chance to join an innovative and dedicated team, focused on leading edge technology
- The occasion to participate in BusPatrol’s culture of safety, learning, and teamwork
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data miningreportingroot cause analysisprocess improvementquality problem solvingfleet performance monitoringcustomer scorecard metricsservice/replacement order processtraining for safety best practicesSix Sigma methodologies
Soft skills
customer-centric mindsetrelationship buildinganticipating customer issuescommunicationproblem resolutioncollaborationorganizational skillsattention to detailadaptabilityteamwork
Certifications
Bachelor's degreeCCXPSix Sigma yellow belt