Hotwire Communications

Customer Experience Manager

Hotwire Communications • $70K — $95K *
Fort Lauderdale, FL 33311In-Person
Telecommunications & Hardware
Less than 5 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 2 to 5 years leading process improvement initiatives with clear outcomes.
  • Experience with cost-benefit analysis for project selection.
  • Proficient in Six Sigma methodologies and customer experience management.
  • Skilled in creating Journey Maps and customer experience documentation.
  • Experience designing software-enabled processes for customers and internal users.
  • Strong grasp of customer experience dynamics and industry knowledge.
  • Proficiency in Microsoft Office Suite.

Responsibilities

  • Manage continuous improvement initiatives enhancing customer experience.
  • Analyze improvement opportunities using Six Sigma techniques.
  • Design and recommend cross-functional processes and customer journeys.
  • Advise on redesigning customer journeys and processing feedback mechanisms.
  • Collaborate with VoC teams to monitor and visualize customer journeys.
  • Conduct in-depth process analyses based on executive and customer feedback.
  • Utilize customer insights and KPIs to inform process and design decisions.

Benefits

  • Advancement opportunities within the organization.
  • Access to professional development training.
  • Collaborative work environment with cross-functional teams.
  • Emphasis on a concierge-level customer service culture.
Full Job Description
The Customer Experience (CX) Manager is responsible for driving continuous improvement initiatives. That continuous improvement domain includes both customer-facing journeys and internal operations processes.

RESPONSIBILITIES:
  • Manage a pipeline of continuous improvement initiatives that support the customer experience and operations excellence.
  • Analyze opportunities for improvement using techniques in Six Sigma and in Customer Experience Management.
  • Design new cross-functional processes and customer journeys, recommending a portfolio of initiatives with measurable impact.
  • Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience.
  • Design journeys from our customer's vantage point in diagram/map deliverables, advocating for concierge service, and defining which priority attributes are Critical to Quality (CtQ). Upon design, collaborate with VoC team members to establish methods to monitor the journey's health long term. Journey Map deliverables should guide BSAs and Digital Channel teams to design the digital CX and supporting technology changes for implementation.
  • Conduct process analysis on topics identified for deep-dive review by executive leaders, frontline focus groups, and/or VoC reporting.
  • Utilize data from customer insights, key performance indicators (KPI) and industry analysis to make data-based design decisions.
  • Design improved processes to accomplish a specific KPI(s) within (1) a single Department or (2) a cross-functional, enterprise level process.
  • Design new customer journeys required to support a new product, initiative, or change in business model.
  • Create and visualize customer experience and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.
  • Lead & facilitate ideation and concept explorations, as well as partner with Product, Call Center, Field Operations, Engineering, and other internal business units to define new customer experience designs.
  • Champion delivering a concierge customer experience to customers, peers, and various internal business partners.
  • Other duties as required or assigned.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • At least 2 to 5 years' experience leading process improvement initiatives with measurable results
  • Cost-Benefit analysis for project selection
  • Knowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing
  • Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
  • Experience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow
  • A strong understanding of the dynamic role of CX
  • Knowledge of cable and telecommunications products and services
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
  • Must embrace company principles and demonstrate understanding of concierge culture


About Hotwire Communications

Hotwire Communications is a telecommunications company that provides fiber optic communication services to residential and commercial customers. The company was founded in 2000 and is headquartered in Fort Lauderdale, Florida. Hotwire Communications offers a variety of services, including internet, television, and phone services. The company has a focus on providing high-speed internet and has been recognized for its fast and reliable service. Hotwire Communications has over 500 employees and serves customers in Florida, Georgia, North Carolina, South Carolina, and Pennsylvania.
Learn more about Hotwire Communications
Size
500 employees
Industry
Transportation
Founded
2005
* Ladders Estimates

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