Senior Manager, Service

Position Overview

As part of the Customer Experience team, the Senior Service Manager is responsible for delivering a frictionless and an industry disruptive experience across our customer’s journey; in turn, crafting each interaction into a competitive advantage and an expression of our brand promise (our purpose and vision made real). The Customer Experience Team holds the lenses of several aspects of the customer journey, including but not limited to relationship management, tactical support, user experience design, process design, and managing the interactions between omnichannel tech stacking software in support of the customer journey. We embrace the VoC (voice of the customer) and use customer intelligence to fuel co-created experiences and ensure the ongoing quality of our programs.
As a Service Leader at CTI, your primary focus is to lead, to inspire, and to actively create a world class customer experience by leading the day-to-day operations for a team of agents across a distributed footprint in an omnichannel service environment. You will be responsible for leading as example and nurturing a paradigm of service that meets our customers in 100%/100% relationship. This role is both strategic and tactical with a balanced focus on responsive service and using customer intelligence to proactively sense customer needs. Service Leadership ensures that business initiatives continue to be aware of the direct and indirect impact on the customer when making key business decisions. In executing business goals, this role must hold a dual lens of business and customer needs and seek a mutual solution between the two that focuses on lasting positive impact. A consistent feedback loop between CX, Operations, Technology Services, and Product teams is crucial for company success.

As a Service Leader, CTI’s Customer Experience Manager realizes their work is never done in this evolving CX Industry and must stay current with market trends, consumer behavior, and state of the art tools and resources.

Primary Goals

• Manage, develop, and lead Service Agents with regular 1:1s, regular feedback, and tactical support
• Lead change initiatives with Change Management Practices to ensure that internal and external customers are communicated to and supported during times of change
• Ensure that CTI’s Service Team is delivering according to KPIs, Quality Assurance Standards, SLAs, and other industry standards

Customer Responsibilities

• Work with the team to develop product, process, and people intelligence on the Service Team by utilizing relevant tools, policies, and tactics that are in accordance with the relevant best practices
• Liaise with stakeholders to improve coordination and champion the voice of the customer (VoC) as we pursue business expansion activities and as we continue to innovate our existing customer journey towards a both a frictionless and delightfully crafted experience.
• Analyze and utilize CTI consumer data from HubSpot ticketing, CES (Customer Effort Score), NPS (Net Promoter Score), and CSAT (Customer Satisfaction) along with other proactive consumer research to collect and assess customer intelligence into strategic initiatives
• Position efforts and make recommendations to improve customer experience and team performance that disrupts the market and leads the industry in cutting edge advancements in alignment with what is emerging in the CX Industry and our direct markets
• Participate in cross-departmental projects and initiatives, especially those that pose a risk to service delivery and may have considerable impact on the customer experience
• Evaluate and resolve customer escalations to mitigate financial risk to CTI and risk to CTI’s brand.
• Regularly reviewing student feedback, communicate with customers in negative situations, and escalating the learning into key initiatives
• Continue to build opportunities for customers to self-serve throughout their journey, build omnichannel support to meet customer needs per their expectations, and seek innovative tools for our existing technology stack that will evolve the way we support our customers at scale.

Team Responsibilities

• Grow proficiency in using technology and tooling among members of the Service Team
• Employ a coach approach to managing individuals on the Customer Experience Team by living into CTI principles and practices and by liberating Co-Active in the workplace and establishing trust and relationship with Service employees
• Hold development conversations that focus on career and leadership growth that leverages everyone's unique strengths and creates a pathway for development in areas in need of growth
• Point and hold high stake conversations with customers and employees around emotionally charged topics, including but not limited to EIDW, giving, and receiving feedback, and conflict management between employees
• Responsible for hiring, on-boarding, training, performance, and ongoing development of employees to ensure a high level of employee engagement and retention
• Cultivate a culture of collaboration by prioritizing and delegating service operation and new business projects to appropriate team players and influence cross team collaborative projects
• Audit customer interactions, synthesize customer data/feedback and coach/support team members as they strive to deliver excellent customer experiences to ensure we meet CTI’s Quality Assurance Standards
• Cultivate a culture of creativity and innovation where the team can design and evaluate procedures/processes that optimize platform functionality and customer journey
• Accountable for team performance, real time management of the customer experience, corrective action, and employee concerns
• Responsible for employee time, attendance, and personnel needs to ensure that employees are working well and in wellness

Qualifications

• 5+ years of customer experience
• 3+ years of Supervisor and/or Manager level leadership experience
• Bachelor's Degree in preferred in related fields (social sciences, psychology, business)
• CCXP Certification, preferred
• CPCC (Certified Professional Co Active Coach) Certification, preferred
• CRM/SMS experience, HubSpot and Modern Campus preferred
• Understanding of basic accounting/SO/invoicing best practices preferred
• Co-Actively Trained, required (will train right person)

• Ticketing Management and Supervision
• Omni-channel management and optimization
• Project/program management experience

Skills And Traits

• Superior relationship management skills
• Model Co-Active Leadership in action
• Empower the team to step into their leadership and engage as a partner with their leader and their colleagues.
• Assess the need to step in to manage, triage, and de-escalate customer issues and when to delegate to team members
• Manage, triage, and de-escalate employee issues
• High level discernment for decision making (knowing when to make the ultimate decision between customer need and business need if a mutual solution is not available)
• Passion for Customer Experience and a desire to continue to learn and develop the Customer Experience Team to stay relevant and anticipate future trends
• Desire for continuous learning and development of self with the capacity to do the deep work to inspire and model that for the team at large
• Ability to drive strategic initiatives across a large span of operations
• Rigorous metrics and analytics skills, CES, NPS, CSAT along with ticketing metrics
• Utilizing and deciding on best resources and processes in fast paced and rapidly evolving operating environment
• Organizational and time management skills
• Excellent written, verbal and presentation skills
• Coaching, mentoring, and motivational skills
• Excellent listening skills and emotional intelligence

Salary & Benefits
This is a 6-month fixed term contract position with the possibility for extension or regular full time employment. Additionally, the successful candidate will have access to benefits, including health insurance and a retirement plan.

About CTI, the Co-Active Training Institute

CTI was founded as a coach training organization over 30 years ago and over the years, we have evolved to a leading edge, global leadership development company. Through our work, and our very intentional workplace, we strive to open human consciousness and transform the human experience. We believe that what people really want, more than anything else, is to live a life of meaning and fulfillment and to be able to contribute the best of what they are to their world. It is our intention to grow the leadership of everyone inside our organization. Within this context, CTI is creating the new language of leadership, striving to empower individuals and organizations to lead and, in the process, transforming individuals, teams, organizations, and culture.

At CTI, we experience our work as our workshop. When you join the CTI team, you join a group of people who are committed to growing our leadership, using our Co-Active® methods and tools in a practical and authentic way.

CTI’s organizational clients span the globe and industries, ranging from humanitarian organizations to top-tier firms in technology, banking, retail, and many other industries. Privately owned, CTI is headquartered in San Rafael, CA, with a subsidiary office in the UK. Together, our direct offices support 4 countries, and our dedicated partners help us offer Co-Active courses in 23 countries around the world. We have a global team of approximately 350, with faculty on nearly every continent. Our founders have published several seminal leadership and coaching books including Co-Active Leadership: Five Ways to Lead and Co-Active Coaching: Changing Business, Transforming Lives.

CTI is dedicated to our commitment to Equity, Inclusion, Diversity, and Wholeness. That commitment extends to our equitable compensation strategy. To avoid common institutionalized obstacles to pay equity we benchmark each individual candidate's salary based on relevant qualifications, experience, skills, geographic location, and market data. To achieve pay equity across the company all salaries at CTI are set in this manner, which replaces traditional salary negotiations. We are committed to disclosing the exact individualized salary for this position within the first conversation with candidates. Potential salary for this role prior to benchmarking is $1x, dependent on all of the factors stated above.