Client Experience

Tilebar is⠀a rapidly⠀expanding⠀company⠀that is⠀revolutionizing⠀the tiles⠀industry⠀in the⠀United⠀States⠀through⠀the⠀implementation⠀of⠀cutting-edge⠀technology,⠀innovative⠀practices,⠀and a⠀distinctive⠀product⠀line. Our⠀aim is to⠀reshape⠀the way⠀homeowners⠀shop for⠀tiles and⠀home⠀decor.⠀With an⠀ambitious⠀vision to⠀become the⠀leading⠀player in⠀the⠀multi-billion⠀dollar⠀tiles⠀market, we⠀are⠀seeking a⠀highly⠀motivated⠀and⠀detail-oriented⠀Client⠀Experience⠀Operations⠀Manager to⠀join our⠀dynamic⠀team. In⠀this role,⠀you will⠀play a⠀vital part⠀in our⠀growth⠀trajectory.

Position⠀Overview

The⠀Client⠀Experience⠀Operations⠀Manager⠀will focus⠀on⠀managing,⠀implementing⠀and⠀maintaining⠀all Client⠀Experience⠀project⠀initiatives⠀and⠀organizational⠀strategies.⠀Serving⠀our⠀internal⠀and⠀external⠀clients⠀through⠀the⠀development⠀and⠀implementation⠀of⠀continuous⠀systems,⠀process⠀improvements⠀and best⠀practices.⠀Consistently⠀increasing⠀performance⠀and⠀efficiency.⠀Working⠀closely⠀with CX⠀Leadership⠀and⠀cross-functional⠀partners⠀striving⠀to ensure⠀all⠀strategies,⠀policies⠀and⠀procedures⠀achieve⠀the⠀company’s⠀financial⠀goals.

Duties and responsibilities

• Maintain⠀constant⠀communication⠀with⠀Leadership,⠀team and⠀cross-functional⠀partners⠀to ensure⠀proper⠀operations
• Identify⠀potential⠀problems⠀and points⠀of⠀friction -⠀working to⠀find⠀solutions⠀to⠀maximize⠀efficiency⠀and⠀revenue
• Develop,⠀implement,⠀and review⠀operational⠀policies⠀and⠀procedures
• Lead⠀implementation⠀of contact⠀center⠀strategies⠀and⠀operations,⠀improving⠀systems⠀and⠀processes,⠀to ensure⠀a positive⠀client⠀experience⠀by⠀planning⠀and⠀overseeing⠀projects,⠀defining⠀objectives,⠀scope and⠀requirements
• Analyze⠀contact⠀center⠀data and⠀prepare⠀agent and⠀executive⠀level⠀reports
• Guide⠀Client⠀Experience⠀Leaders on⠀daily⠀operations⠀of the⠀contact⠀center⠀including⠀development,⠀analysis,⠀and⠀implementation⠀of⠀staffing,⠀training⠀and⠀scheduling
• Help⠀promote a⠀company⠀culture⠀that⠀encourages⠀top⠀performance⠀and boosts⠀morale
• Provide⠀inspired⠀leadership⠀driving⠀positive⠀project⠀and⠀department⠀results
• Additional⠀duties as⠀required

Qualifications

• Bachelor’s⠀degree⠀preferred
• 2-3⠀years of⠀experience⠀in a⠀similar⠀managerial⠀role⠀within a⠀Contact⠀Center,⠀luxury⠀environment⠀preferred
• Exceptional⠀analytical⠀skills,⠀ability to⠀solve⠀diverse⠀and⠀complex⠀problems⠀with⠀limited⠀precedents⠀or⠀guidelines
• Demonstrated⠀experience⠀in⠀motivation⠀and⠀developing⠀a⠀high-performing⠀team
• Strong⠀computer⠀skills and⠀comfort in⠀navigating⠀multiple⠀systems;⠀proficient⠀in MS⠀Office
• Excellent⠀verbal and⠀written⠀communication⠀skills;⠀effective⠀presentation⠀skills
• Maintain⠀flexibility,⠀including⠀evening,⠀weekend,⠀and⠀holiday⠀hours as⠀dictated⠀by⠀business⠀need