Senior Manager, VoC

Job Title: Sr. Manager, VoC

Reports To: SVP, CX and VoC

FLSA Status: Exempt

Department: Operations

Benefit: Eligible

POSITION HIGHLIGHTS

The Sr. Manager, Voice of Customer (VoC) is the Single Point of Contact on behalf of Blue Stream Fiber to the customer, ensuring a world class customer service experience by being responsible for the establishment, preservation, improvement, and restoration of customer loyalty through the resolution of problems identified.

At the core of this role, will be to establish, preserve or restore customer loyalty through timely response to requests for call-backs from cross-functional customer survey, single customer corporate escalations, and contact center escalations for final resolution.

The primary activities of the position will include handling escalated customer issues through resolution that require research, analysis and working across internal & external stakeholders.

The team will also work with other departments to facilitate a single point of contact relationship to handle the resolution for customers.

What your responsibilities will be:

• Drive outer-loop insights including analysis of key themes that are resonating by function/topic including pricing, packaging, field service, contact centers, network reliability, sales tactics and general topics.
• Continually drive VoC program improvements, including implementation of new feedback collection, advanced analytics, and more efficient reporting
• Lead Voice of Customer initiatives, partnering with business stakeholders to ensure customer issue resolution
• Oversee reputation management channels for the company from a day-to-day operations oversight standpoint, responding and addressing any customer inquiries & escalations.
  • Office of CEO: Handle escalations sent directly to CEO or Exec team.
  • Operations: Partner heavily with all functions in Operations to resolve and respond to customer escalations.
  • Digital Channels: Address customer issues on popular digital channels including Google, Yelp, etc.
  • Detractors on NPS Scale: Follow up via proactive outreach to anyone that provides a detractor score on their VoC survey to address and remedy their issues.
• Frequently interact with executives and decision-makers across the company

What you bring to the table:

• Hierarchically fearless - present factual information to senior stakeholders related to escalations and customer claims - act as an advocate for the Customer internally within Blue Stream Fiber
• Detailed understanding of products, services and packing (or ability to get up to speed quickly)
• Experience in complex Operations - knowing the touchpoints to reach out to for resolving any escalations
• Detailed understanding of VoC survey data and how it can be applied to drive actionable insights
• Demonstrated organizational management skills in a highly complex, fast growing environment including personnel management (hiring, recruiting, staffing, mentoring, coaching and reviewing), budget management and business planning.
• Proficient with Microsoft Office Suite or related software
• Excellent organizational skills and attention to detail
• Excellent verbal and written communication skills
• Strong supervisory and leadership skills

General Qualifications:

• B.S. or MBA in Business Administration or relevant experience
• 8+ years in an Escalation Management, Customer Experience or Contact Center related management role

Key Competencies:

• Accountable - Take ownership and commit to getting it right, the first time.
• Inclusive- Able to work in a collaborative style that highlights strengths, pushes you to reach your highest potential, and ensures an enjoyable and rewarding experience for all.
• Innovative - Be resourceful, creative, hungry, humble, and smart to develop world class products, services, and solutions.
• Respectful - Hold every assignment with regard for our customers and each other.
• Integrous - Be open, honest, and transparent with yourself, coworkers, customers, and stakeholders in every action.
• Diverse- Embrace unique thought processes to assist in making well-rounded decisions that ultimately benefits our team and our customers.

Physical Demands/Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• frequently required to sit, stand, bend at the knees and waist, and walk
• required to use hands to type, handle objects and paperwork
• required to reach and hold on to items at chest level or reach above the shoulder
• required to use close vision and focus

Why Join the Blue Stream Fiber Team?

We are proud to have won the 2022 & 2023 Top Workplace award with additional national recognition for Leadership & Innovation! Blue Stream Fiber has been an industry leader in providing innovative and top-notch Internet, TV, and Phone products to Florida for over 45 years. Our investment of millions of dollars in fiber infrastructure has allowed us to offer symmetrical internet speeds, Total Home WiFi, and TiVo Android Set-Top boxes with Google Assistant, among other innovative technologies.

We also understand the importance of investing in our employees, which is why we focus on developing each team member's strengths and experiences. As part of our team, you will have the opportunity to work with the latest technologies, learn from experienced professionals, and contribute to the growth and success of our company.

If you are looking to join a company that values its customers and employees, and provides top-quality products and services, then Blue Stream Fiber is the right place for you!

At Blue Stream Fiber we celebrate diversity by employing people of diverse backgrounds, experiences, and unique thought processes. Blue Stream Fiber's success is cultivated by a culture that empowers all employees to fulfill their professional goals.