Customer Experience Manager

Location: Detroit, MI

Department: Support

Type: Full Time

Min. Experience: Experienced

At Hello Innovation, our story is the stuff of legend.

 

Forget super strength or magic powers… we created our own destiny by putting customer experience at the forefront of all that we do. We fought back against the ‘typical’ way of helping people and set ourselves on a path to change the world… starting with the way that we deliver the ultimate customer experience. Along the way we’ve come to realize that it’s not always about being super, but about being heroes - choosing people over wealth and power.

 

Intrigued yet? You should be...
 

Your Challenge

You want to save the world from evil customer experiences, but not everyone is born a hero. Instead, they’re created out of important life moments that have ignited a passion for helping others. It’s their story, and this is yours…

 

You’re armed with all of the big-hearted qualities of a customer experience hero. You’ve got vision, drive and a passion to deliver the ultimate customer experience. You’re ready to make a difference in the world. There’s only one thing standing in your way ﹘ a company that’s got your hands tied and has stripped you of your passion.

 

Mis-aligned teams, a lack of vision and inconsistent CX across all touch points ﹘ this isn’t what you worked for. Don’t even get us started on the sh*t-load of red tape in your way... Isn’t it about time you stopped talking and started doing?
 

Your Mission, Should You Choose To Accept It

Welcome to Hello Innovation, where kicking ass and fighting for good is what we do best. Want to change the world and take charge of your own success? Then here’s your cape.

 

We value great customer experience over everything. That’s why we’ve made it our mission to reinvent what CX should be, and deliver it to the world. That’s where you come in… We’re looking for a super passionate, badass Customer Experience Manager to join our team.

 

In this role, you’ll be the hero of our story ﹘ connecting dots across all departments and shaping, defining and owning a unified CX journey across all interactions. Not only will you be responsible for the overall strategy and implementation of service design, but you’ll optimize the entire experience, including people, products, process and technology. You’re truly at the center of it all ﹘ sales, services, customer support and care ﹘ you have the opportunity to shape everything.

 

But this position isn't for everyone… We give people the opportunity to do more, but we’ll also challenge you more than ever. If you’re not obsessed with delivering the ultimate customer experience, living in the customer’s shoes, or building a world-class team that works hard to meet objectives, this may not be the role for you.

 

With Great Power Comes Great Responsibility

  • You must have proven leadership skills in a call center environment. We want someone who’s been there, done that and knows the value of bringing people up.
  • We want someone who’s CX obsessed. You should thrive on a human-centered approach, and understand the value in delivering a cohesive customer experience.
  • You must be a great communicator and clarity focused. Someone who can see it, get it, and communicate it well.
  • Our ideal candidate is great at connecting dots. You must have proven experience leading teams and putting CX systems in place (frameworks, toolkits, methods, etc.) in order to empower autonomous teams.
  • You must be data-driven. We want someone that’s excited about scoreboards, tracking success, and setting compelling, aggressive schedules for improvement.

 

Perks & Benefits:

  • Flexible Work Schedule
  • The Opportunity to Grow
  • Great Benefits - Including Health, Dental, Vision and 401(k)
  • Generous Paid Time Off
  • Lunch and Snacks
  • Travel To Industry Conferences
  • A ‘Come As You Are’ Work Environment
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