Program Manager - Customer Experience

HInes   •  

Houston, TX

Industry: Real Estate & Construction


8 - 10 years

Posted 173 days ago

This job is no longer available.


As a Program Manager - Customer Experience with Hines, you will lead the effort of transforming our culture into one focused on the customer experience. Responsibilities include, but are not limited to:

  • Develop a service culture strategy which includes a comprehensive, first-class customer service training program that utilizes a blended approach
  • Develop course content and other learning resources for new employee onboarding
  • Develop and implement firm-wide customer service standards and other tools which encourage an ongoing focus on improving the customer experience
  • Organize and facilitate both virtual and face-to-face training sessions as well as design e-learning and job aids
  • Liaise with regional leaders, managers and employees to ensure customer service targets are being met
  • Provide on-site consulting for property and facility managers and support them as they take actions to improve the customer experience


Responsibilities include, but are not limited to:

  • Bachelor’s degree from an accredited institution
  • Eight or more years’ experience working in top-in-class customer service training organization
  • Excellent interpersonal and communication skills with an inspirational, dynamic facilitation style; must have the ability to engage an audience and encourage interaction
  • Experience in instructional design and development of customer service training materials for various training delivery options including instructor-led, e-learning, and self-study
  • 75% travelrequired both domestic and international
  • We are open to position location, although Houston is preferable
  • 2018-5617