DISH Manager of Customer Experience in Englewood, Colorado
DISH Fiber is dedicated to being a leader in customer experience by making repeatable, positive, industry-leading, experiences. The Manager of Customer Experience (CX) is the keeper of customer happiness and the establisher of experiential excellence. This individual defines how DISH Fiber engages with its community of B2B apartment and property owners, as well as our fantastic residents. They do this through managing a team of CX experts who take a holistic view of the entire customer journey and each of its touchpoints, across channels and technologies. The Manager of CX is at the core of how we surprise and delight customers. They lead our relentless pursuers of customer experience improvement. Their focus is on creating a strong base of loyal customers and residents who keep coming back and referring us to their friends, family, and business partners. The Manager of CX leads a multi-faceted day, where strategizing, decision-making, coaching, managing, leading, critical thinking, communicating, monitoring, and organizing are crucial qualities to have as an individual. They have ownership over the DISH Fiber customer experience. We need a team player and a team leader in this role. The Manager of CX will regularly collaborate and liaise with marketing, business development, sales, deployment, inventory planning, front-end web development, analytics, support, product, and leadership teams. This position blends art and science to ensure DISH Fiber is a leader in customer experience. Daily responsibilities include: Taking ownership for customer experience and outcomes Thinking proactively about our customers' needs and wants Guiding the organization towards our brand promise to customers Building and managing our CX team, into a group of industry-leading and experienced customer experience experts Utilizing the CX function to understand unique B2B and B2C customer needs, expectations, and journeys; and building brand and experiences that create a real competitive advantage for DISH Fiber Training and supporting the CX team to a standard of excellence, including but not limited to customer personas, customer experience mapping, community engagement, CX tools, insights, reporting and analytics, and performance management Establishing, building capabilities gathering, tracking, and acting on KPIs, in partnership with analytics and leadership Ensuring that we are collecting, tracking and analyzing customer feedback and suggest improvements internally based on the insights gathered Proactively and directly engaging with our growing resident community through offline and online methods to gather qualitative and quantitative feedback Always thinking outside the box with customer-facing and back-of-house support operations: how can DISH Fiber have the best customer operation both for our customers and for our team? Other responsibilities include: Partnering with leadership team on defining CX strategy, goals, roadmap, and milestones Championing and integrate the CX discipline into DISH Fiber’s culture across teams Leading DISH Fiber’s efforts to establish customer personas, journey mapping, problem-identification, engagement, insights, and opportunity prioritization setting for the CX group Guiding our efforts to build our loyalty and rewards program Strategizing with the analytics, digital, account management, and marketing teams on creative efforts to increase velocity, conversion, retention, upgrade, and referral initiatives across offline and online channels, devices, and touchpoints Routinely monitoring and synthesizing product feedback through customer service and support feedback and churn data; communicating findings to the sales, account management, deployment, and product teams to better inform product development and sales strategy Owning digital B2C outcomes and escalating web issues gleaned through customer feedback to the web development and IT teams Ensuring the CX team is successful in it mission of making DISH Fiber a being a leader in customer experience by making repeatable, positive, industry-leading, experiences and showing internal teams the proof through metrics improvements You are driven by DISH’s core values. You are curious, adventurous, take pride in doing great work, and are driven to win. You put your team above yourself and the long-term before the short-term. You have experience with and have worked in CX before or have experience which is applicable to it. You have experience as a manager and are flexible, passionate, and a team leader. Your empathy is clear and your listening, collaboration, digital stack, technical, and project management skills are evident. You are comfortable with scrappy environments, where one must do a lot with a little and where speed matters. You are a self-starter and have a deep passion for this field. Requiremnets Include: Bachelor's degree At least 5 years of relevant, CX experience A passion for technology and innovation Excellent writing and communication skills Strong business acumen Desired high proficiency soft skills and experience Management & organization Leadership & project management Customer persona definition & journey mapping ○ Community management and engagement Customer Service Desired high proficiency hard skills and experience Salesforce Google / AEP marketing stack Social media stacks Digital marketing Jira Confluence Miro Zendesk Compensation: $64,800.00/Yr. - $89,400.00/Yr. From versatile health perks to new career opportunities, check out our benefits on our careers website. Employment is contingent on Successful completion of a pre-employment screen, which may include a drug test.