Description:
As our Process Engineer on the Customer Experience team, you will serve as the person responsible for building and analyzing/optimizing our workflows with a customer journey mindset across the CX team, platform and tools. As such, you should be passionate about the science of process engineering and excel at applying a critical perspective to the way that information and decisions are routed within a business. So if you have a mind that is tailored towards optimization and are looking for a great opportunity to generate measurable impact for the business in a high-visibility role - then this is the job for you!
Impact You Will Make Here
- Inform relevant performance scorecard reporting and KPI / Performance Metrics aligned to Customer Experience needs.
- Work closely with our Product and Engineering team to improve the customer experience journey as well as drive progress on our infrastructure roadmap
- Assist with and advocate for the design and rollout of new support channels, service offerings, and customer journey across our platform and tools
- Create new support workflows and make suggestions to improve efficiency and effectiveness
- Document existing support processes to identify opportunities for improvement and automation/self-service
- Gives to customer experience engineering effectiveness by identifying short-term and long-range issues that must be addressed, recommending options and courses of action, and implementing directives
- Provide closed loop corrective action to emergent process issues
- Evaluate 3rd party solutions, drive implementations and support process optimization
- Collect and analyze the Customer Experience team’s performance and delivery of data, taking action regarding responses, and reporting to the organization.
- Identifies current and future customer service requirements by understanding potential and actual customer bases to understand service requirements
- Provide backup support for other 3rd party tools utilized within the organization.
- Measure efficacy of, and help to improve overall customer experience levels
- Keep up with industry best practices, trends, and standards
What You Bring To The Team
- A background in industrial engineering
- Excellent interpersonal skills and attention to detail.
- Ability to work independently with little supervision.
- Strong interpersonal, analytical, and problem-solving skills.
- Ability to build and maintain relationships across teams, departments, peers, and various levels of leadership
- Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
- In-depth understanding of Customer Support operations including technologies and data management.
- Demonstrated Project Management and Lean Six Sigma experience.
- Ability to manage program budgets, create substantial projections, and present them to strategic decision makers.
- Strong verbal and written communication skills.
- Excellent time management skills with a proven ability to meet deadlines.