Manager, Customer Experience

POSITION OVERVIEW: The Manager Customer Experience is an experienced professional with experience in counseling supervision and program operations. This position oversees multiple staff. The tasks are highly complex and require negotiation and communication skills organizational abilities advocacy skills and overall business acumen. This position is responsible for oversight of all staff and services provided by the Customer Experience team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Plan coordinate and directly oversee daily activities of Youth Navigator Resource Coordinator Workforce Counselor and Benefits Counselor.
• Collaborate with Manager Universal Services in daily supervision of the Greeters and CRC Coordinators.
• Meet with Manager Universal Services monthly to review performance and planning for Greeters and CRC Coordinators; assist as needed with performance improvement plans and annual evaluations.
• Ongoing supervision and professional development of team members.
• Ensure that services provided by the team meet the needs of customers.
• Interview hire and train new members of the team.
• Provide counseling and referral services to customers as needed.
• Manage and supervise the staff and activities of the BenePhilly program at CLNW and Impact corporate office.
• Identify and develop relationships with community agencies that may serve as referral sources for customers; serve as liaison with community agencies.
• Schedule regular meetings of team to review performance plan activities and obtain input from staff.
• Ensure that services are compliant with regulations and contract requirements.
• Develop and implement corrective actions when services are not meeting contract goals or requirements.
• Interact with and coordinate services with other team leads.
• Maintain data and complete reports and submit to CLA funding sources and other stakeholders as required.
• Forecast potential problem areas and implement preventive measures to ensure that problems do not occur.
• Represent CLNW on the Impact CARE Team and coordinate CARE Team activities at CLNW.
• Inform CLA of existing/potential problems immediately.
• Directs activities to research best practices establish metrics and collect and analyze customer data and feedback.
• Supervise train and assist staff in customer service center maintenance and program promotions.
• Support a positive staff culture with focus on performance management education and constant improvement of the customer experience.
• Track customer experiences across online and offline channels devices and touchpoints.
• Maintain a team-wide focus on outfitting every customer so that they can have the best possible experience during and after the visit.
• Aligning customer experience strategies with outreach initiatives as well as finding creative ways of informing customers about new program offerings.
• Identifying customer needs and taking proactive steps to maintain positive experiences across typical and non-typical career seekers.
• Responding to customer queries in a timely and effective manner via phone email social media or chat applications.
• Communicate regularly and collaborate with Site Administrator and other unit Manager/Directors.
• Analyzing customer feedback on programs and new initiatives as well as preparing reports.
• Documenting processes and logging technical issues as well as customer compliments and complaint
• Other duties as applicable.

QUALIFICATIONS:

• Masters degree in social work Licensed Social Worker;
• Five years of experience in counseling and referral related services;
• Knowledge and commitment to trauma-informed foundation for services;
• Strong knowledge of counseling theory and skills;
• Strong management and supervisor skills;
• Excellent verbal and written communication skills;
• Sound knowledge of Office computer software; and
• Sound knowledge of Philadelphia area city agencies and service system

• Great organizational and time management abilities.
• Superb communication collaboration and problem-solving skills.

Physical Requirements:

• Hearing and speaking to exchange information
• Seeing to read a variety of materials
• Dexterity of hand and fingers to operate a computer keyboard
• Bending at the waist to retrieve and store files
• Sitting for extended periods of time; standing and walking