Customer Experience Program Manager

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo's communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
In this role, the Customer Experience Program Manager (CX PM) is the advocate for Zayo's customers and internal employees of the Customer Success Team.The Customer Experience Program Manager will create and run programs to capture and address the customer and employees' most pressing pain points, and must-haves. The ability to understand complex system dependencies and make decisions based on Product Management rules is essential, as is a strong attention to detail.
In addition, the Customer Experience Program Manager will be responsible for helping to identify process improvements related to customer experience and to facilitate subsequent changes across Zayo. This will include improving customers' touch points, building out better employee education materials, and facilitating customer-related feature requests with our Zayo development teams.
This role demands constant interaction across various teams and organizations across Zayo whose roles impact our customers' journey, including the Board, C-Suite, and Executive Team so personal communication skills are critical. An individual with a hunger to solve problems and improve operational performance will excel in this role.
Role Responsibilities

• Design and implement customer survey programs with the goal of providing internal Zayo organizations with feedback to improve processes, design new features and products, and build strong customer and employee relationships
• Translate survey findings and other sources of feedback into actionable insights that can be used to influence decision-making and business processes across Zayo.
• Manage multiple ongoing projects at all stages of completion in a detailed and timely manner, and make process adjustments as needed.
• Continuously monitor customer feedback to identify trends and issues, and perform deep dive analysis for areas of opportunity
• Gather business requirements and collaborate with internal teams to identify project critical dependencies to other ongoing initiatives within the businesses that may complement or conflict with customers and employee experiences.
• Work with the Zayo Business Intelligence resources to design and roll out insight-driven tools, reports, and dashboards that provide real-time and easy access to customer and employee feedback
• Identify key stakeholders, build cross-functional relationships across Zayo, and collaborate closely to implement customer and employee-focused enhancements and process changes
• Lead initiatives that provide our customer success teams with the tools, communication, and resources they need to improve our customers' experience and drive growth for the company
• Other duties as assigned.

Qualifications

• Minimum of 3 years of experience in Customer Experience programs, preferably related to customer feedback, marketing, customer success, or similar fields.
• Experience with creating reports, visualizations, and dashboards and communicating results and analyses to technical and non-technical audiences.
• Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, Loyalty, etc.), surveys, and other forms of customer feedback.
• Proficiency in presenting customer feedback and linking different sources of data to provide actionable insights.
• In-depth understanding of organizational and customer data flow and its use in management decision-making
• Proven management and organizational skills with a focus on execution, problem-solving, and improving processes.
• Experience working with customer experience platforms such as Medallia, Qualtrics, ServiceNow, and Gainsight, preferred.
• Experience working on Customer Experience or Voice of Customer teams and knowledge in survey design and CX program management, preferred.
• Degree in Marketing, Business, Statistics, Finance, Data Science, Engineering, Economics, or a related field of study, preferred.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time
Base salary: $66,500 - $99,750, commensurate with experience
Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.