Job Posting: Director, Customer Experience
Posting Information
- Date Posted:
- 2/1/2012
- Job Title:
- Director, Customer Experience
- City:
- Arlington
- State:
- VA
Roles & Responsibilities
- Job Description:
The Customer Experience organization is composed of three teams - Customer Care (Level 1 Support), Customer Training, and Customer Experience (technical account engagement). The Director, Customer Experience will be responsible for managing day-to-day operations of these three teams as well as any esclated technical or operational issues requiring senior management review and handling. The Director, Customer Experience will be responsible for managing support for the healthcare transaction network to include staffing, tools, and processes to insure effective management of all incidents. The role is integral to delivering the highest quality of service through use of metrics and other tools.
- Responsibilities:
- Provide leadership for junior and senior members of the Customer Experience organization
- Work closely with Production Services management to ensure consistent processes and protocols are in place across the organization
- Hire, manage, mentor, and develop a professional and customer focused staff
- Set and balance priorities of Customer Experience organization
- Establish and maintain strong relationships with external and internal customers to ensure the highest level of customer service and operational excellence
- Provide crisis management, coordinating with company and customer personnel to diagnose problems, and ensure post-mortem analysis and recordation takes place
- Resolve incidents, issues, and problems, alone and through collaboration with internal and external personnel. Manage problem remediation projects
- Guide customers in use of all external processes, tools, and reporting
- Formulate, recommend, and implement appropriate tactical changes to enhance processes, increasing reliability and customer satisfaction
- Identify new technology and technology updates which can postively impact the customer experience and team efficacy
- Ensure key standard operating procedures are defined and followed. Develop and manage support policies. Develop, monitor, and manage metrics between customers and the Company
- Analyze transaction data, directory data, support, and projects, to develop, track, and generate reports
- Manage external technical communications (maintenance, outage, informational, etc)
Qualification Requirements
- Experience:
Qualifications:
Required:
- Five plus years leading production support or helpdesk management
- Experience using case/incident management tools within a Windows environment
- Experience establishing processes and their supporting metrics
- Experience with any of: EDI, XML, NCPDP, HL7, X12, HIPAA, 270/271, ICD-9, AS2
- Experience using and administrating support center solutions (SalesForce.com, Siebel, Heat, etc)
- Experience supporting off the shelf and custom software ( tools, troubleshooting, server access, etc)
- Experienced with Microsoft Word, Excel, Project, and Outlook
- Bachelor of Arts/Bachelor of Science degree or equivalent work experience
Preferred:
- Experience providing high level of support to Fortune 500 partners is desired
Competencies/Skills:
Required:
- Excellent verbal, written communication skills
- Superior analytical and problem-solving abilities
- Strong interpersonal skills (e.g., partnering, conflict management, consulting, mentoring), team building and meeting facilitation required
- Accustomed to working in a smaller, fast-paced organization. Must be able to relate to a diverse group of people including technical and development personnel, management, business customers, and vendors in a constructive and effective manner
- A collaborative senior level Director, Customer Experience is able to efficiently manage multiple initiatives simultaneously. Must be able to work effectively with various partner support groups, especially those with differing missions and ideas
- A person who understands how to lead the process of gaining agreement and acceptance for defined processes
- Must be able to work independently or part of a cross-functional team
- Desire and ability to grasp new skills quickly, combined with deep attention to detail. Must be resourceful, organized, and a problem solver
- The ability to forge strong relationships with a diverse group of stakeholders. Strong customer-service orientation and a commitment to lead others to achieve outstanding customer satisfaction
- Someone who cultivates a collegial spirit and respects others' ideas and requirements, who is a team player, an excellent listener, and who doesn't have all the answers
- The highest level of personal integrity
