Customer Experience Manager â Office Services
Customer Experience Manager â Office Services
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Job Description
Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print mail document scanning reception and related office support services for Fortune 500 companies professional service firms and institutions of higher education. TMG is looking for highly motivated enthusiastic team players interested in a career rather than just a job. With a team of over 1500 nationwide associates TMG is seeking an individual who can uniquely contribute to our 30 years of success in the industry.
Key Responsibilities
Client Account Management
- Serve as the primary point of contact for client account matters fostering trusted long-term partnerships.
- Communicate progress on monthly and quarterly initiatives to clients and internal stakeholders.
- Ensure timely successful delivery of services aligned with client goals and expectations.
- Proactively manage and resolve complex client requests and escalations.
- Partner with Regional Operations to develop strategic plans tailored to client needs.
Front-of-House & Mail Services Operations
- Oversee daily operations of reception and mailroom services across all client sites.
- Provide hands-on coverage for front desk and mailroom operations when needed.
- Manage administrative logistics special projects and client-assigned facility tasks.
- Troubleshoot and resolve operational and administrative challenges to maintain service efficiency.
Team Management & Leadership
- Lead on-site TMG personnel including hiring onboarding scheduling and performance evaluations.
- Provide coaching feedback and conflict resolution to ensure a high-performing service-oriented team.
- Develop and implement employee engagement initiatives to foster a positive work culture and job satisfaction.
- Ensure staff performance consistently meets or exceeds client and service level expectations.
Operational Flexibility
- Travel between client locations as required for operations support team oversight and client meetings.
- Maintain flexibility for overtime and alternate scheduling based on business needs.
Qualifications
- 35 years of supervisory or management experience in administrative mailroom or client service operations.
- Proven track record of managing client accounts and building strong business relationships.
- Demonstrated ability to communicate present and influence effectively at all organizational levels including executive and C-level.
- Strong organizational analytical and problem-solving skills.
- Ability to work independently and under pressure in a fast-paced environment.
- Proficiency in Microsoft Office Suite; familiarity with mail and office equipment.
- Experience delivering client-focused solutions tailored to customer needs.
- Bachelors degree in a related field or equivalent work experience.
WATCH Where Service Matters:
Required Experience:
Manager
Employment Type
Full-Time
