JOB PURPOSE:

The Customer Experience Operations Manager (CX Ops Manager) is responsible for driving the strategic vision and execution of customer experience initiatives ensuring that all customer interactions are seamless, efficient, and exceed expectations by leveraging data-driven insights and fostering cross-functional collaboration. The CX Ops Manager will optimize processes, enhance customer satisfaction, and cultivate a customer-centric culture along with leading and implementing support activities to promote an optimal customer experience by effectively guiding and supporting teams, efforts, and strategies.

 KEY FUNCTIONS:

Serve as a visible role model, inspiring leadership and team members to deliver an exceptional customer experience. Identify and analyze customer touchpoints to understand and suggest improvements for the customer experience and journey. Monitor and continuously improve customer-impacting policies and call center operational processes to enhance efficiency while prioritizing the customer experience. Foster a culture of performance and accountability using purposeful metrics and a structured performance management process. Continuously seek out and implement new tools, communications, and workflows to streamline processes, increase efficiency, and improve the customer experience. Ensure adherence to all company and department policies and procedures, industry standards, and federal, state, and local regulations. Produce timely and accurate comprehensive reports and analyses for leadership as needed; communicate regularly with stakeholders regarding pertinent issues and activities. Manage call volume, workload, and shift schedules to maximize productivity while supporting optimal customer satisfaction. Consistently monitor performance for quality and coaching opportunities. Provide constructive and timely feedback for team members to foster engagement through coaching, training and stretch opportunities to increase team performance and accountability. Perform quarterly reviews and effectively manage disciplinary and/or performance issues. Adhere to Midco’s privacy guidelines to ensure each customer’s privacy. Maintain regular attendance to be available for your team and as required by your position. Be available to provide assistance to team members outside of normal business hours as necessary.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

Effectively communicate with other departments to handle escalating issues in a timely manner. Support the mission, vision and values of Midco. Collaborate effectively with internal and external customers to ensure exceptional service. Demonstrate courage by tackling tough issues while acknowledging own limitations without compromising integrity. Remove obstacles for team members. Encourage creative solutions. Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas of responsibility. Communicate clear expectations that set a high bar while holding team members accountable to reach these goals. Demonstrate business acumen by using data to drive decisions and actions. Model flexibility, resiliency and change management skills by staying self-aware, constantly learning, and finding ways to cut through ambiguous problems. Identify root causes of problems and implement solutions while keeping a holistic and long-term perspective in mind. Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

Bachelor’s degree or equivalent work experience required. Five years of related professional experience in a customer facing role is required. Three years of experience leading and managing teams, driving performance and fostering a customer-centric culture. Experience in leveraging tools and technologies to enhance customer experiences and streamline efficiencies is a plus. Demonstrated ability to communicate clearly and effectively, both verbally and in writing, with diverse audiences at various levels of the organization.

WORK ENVIRONMENT, PHYSICAL DEMANDS & MENTAL QUALIFICIATIONS:

Ability to adapt to changing circumstances and remain flexible in a dynamic work environment. High emotional intelligence to understand and manage one’s own emotions and those of others, fostering a positive work environment and better customer interactions. Mental resilience to handle stress and pressure, maintaining composure and effectiveness in challenging situations. Keen attention to detail to ensure accuracy and quality in all aspects of customer experience operations. Must remain at workstation for long periods of time. Extremely time sensitive in order to meet customer demand. Heavy keyboard/mouse usage required with repetitive movements. The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The noise level in the work environment is moderate to loud. Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO: 

Midco:

Is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest. Provides exceptional customer experience and a superior network, while being a force for good in the communities we serve. Delivers TV services including Midco Sports (a regional sports network), phone, data center and advertising services, plus wholesale networking solutions.

Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

Free Midco internet & TV  Great opportunities to get involved in volunteerism   Generous 401(k) match and paid time away from work programs  And many more 

Visit Midco.com/Careers to learn about employment opportunities and apply today.  

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/Federal Posters.