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SalarySenior Manager, Client Experience Quality
Remote - Work from Home
Paycor's HR software is purpose-built for leaders and modernizes people management. We help our customers build winning teams and great places to work. Paycor’s culture is the key driver of our success. Every day, our associates find new ways to add value and progress toward audacious goals. We celebrate wins and share the wealth with a high performance-centric culture that empowers talented people to try new roles, innovate and experiment, and follow their passions.
Job Summary
We are seeking a highly skilled and experienced Senior Manager, Client Experience Quality (CX Quality) to join our organization. In this role, you will be responsible for driving the strategy and adoption of our quality programs across Implementation, Client Loyalty, and Client Service. This strategic leader will ensure all touchpoints across the entire customer experience are conducted with high quality and consistency. The Senior Manager, Client Experience Quality will lead a team of quality analysts and collaborate with cross-functional teams to identify areas for improvement and drive continuous enhancements to our Client Experience.
Essential Duties and Responsibilities
- Develop and implement a comprehensive quality assurance strategy to ensure exceptional Client Experiences across all touchpoints. Drive quality and consistency across the over 100,000 client interactions the CX team completes each month.
- Develop quality control processes to drive a consistent customer experience. Drive the adoption and utilization of quality programs across the organization, partnering with the Learning team to train and support associates.
- Monitor and analyze key performance metrics to identify areas for improvement and optimize the Client Experience. Partner with cross-functional teams, across the business to identify areas for improvement and implement necessary changes.
- Lead a team of manager and individual contributor-level quality analysts, providing guidance, coaching, and support to ensure consistent and accurate evaluation of client interactions.
- Develop and achieve quality standard metrics, including improved customer satisfaction rates, increased on-time start rates, reduced call/chat handle time, and gross margin targets.
- Responsible for the strategic use of technology to measure quality and obtain efficiency gains, including Gong, Observe AI, Gainsight, Power BI, and others.
- Create a Leader Quality Program to enable our front-line leaders to follow best-practices when managing their teams. Provide direction on the content that should be included in the program.
- Accountable for working with front-line leaders to consume quality-related data and change behaviors.
- Build models to show Return on Investment (ROI) of our quality programs.
- Stay up-to-date with industry trends and best practices in Client Experience management, incorporating relevant strategies into our quality assurance programs.
- Prepare and present reports and recommendations to senior management, highlighting key findings, areas of improvement, and progress towards quality goals.
Requirements
- Bachelor's degree.
- At least 10 years of business experience in a dynamic, changing environment.
- Proven experience in a similar role, with a track record of successfully implementing quality assurance strategies and programs with measurable results.
- Strong knowledge of Client Experience management principles, methodologies, and best practices.
- Excellent leadership and team management skills, with the ability to motivate and inspire a team towards achieving quality goals.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
- Track record of being held accountable to financial metrics and results.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and present findings to senior management.
- Strong problem-solving and decision-making abilities, with a focus on continuous improvement.
- Proficiency in using quality assurance tools and technologies.
- Expert ability to interact with C-level internal and external stakeholders on a scheduled and ad-hoc basis.
- Experience in the service industry or a client-facing role is highly desirable.
- Strong organizational and project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
Paycor Total Rewards
Take Care of Each Other is one of our Guiding Principles and it’s something we actively pursue through the benefits we offer. We are dedicated to delivering a great personal and professional experience with exceptional benefits to support your wellbeing and the wellbeing of your family. For a complete view of our total rewards program, please visit www.mypaycorbenefits.com.
Highlights include:
- A flexible virtual-first work philosophy
- An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth
- 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
- Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
- Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care
- Paid leave for birth parents, non-birth parents, elder caregivers, and military support
- Sabbatical opportunities for tenured Associates
- Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount
- Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges
We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $98,370.00-$167,946. In addition to base pay, Paycor Associates are eligible for either a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.
If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
