Highly amicable and conversational nature with strong empathy and EQ.Excel, SQL, and BI experience strongly preferred.Long-term, high LTV work experience preferred.Strong written and verbal communication.5+ years of CX experience - ideally in a fast-paced, growth-stage environment.Use learnings from inbound contacts to the highest value resource allocation across product, design, and engineering.Serve as a senior leader managing both internal and external escalations.Lead cross-functional initiatives by writing proposals that are data-driven and tactical.Further predictive staffing models to optimize for the balance of cost and SLA adherence.Own agent quality assurance by conducting regular QA checks and aligning our scorecard with desired outcomes.Maintain and refine a set of metrics, monitoring, and reporting on results to executives and other external stakeholders.Directly performance manage teams of nearshore Customer Experience Agents across multiple BPOs.Oversee the codification and documentation of policies and standard operating procedures, acting as the main DRI for our knowledge base.
Create a tailored customer experience strategy across all external interactions.Your Recruiter will discuss the relevant compensation range during your initial screen. The range displayed reflects the Tier 2 minimum and Tier 1 maximum new hire salary across all US locations. Please note: We have two different compensation tiers depending on your location. The US based salary range for this position is $94,450 to $145,000 + equity + benefits. At the offer stage, we give candidates 3 different offers to choose from depending on how they want to favor cash vs equity. To maintain fairness and keep starting total comp the same for anyone who comes into that position, individual pay is determined by role, level and work location only. We have a documented equal pay policy, and do not negotiate on offers. At the same time, you will need to zoom in on daily operations, tackling low-hanging fruit and performance managing the team to success. To do this, you’ll need to be an excellent communicator, capable of diagnosing a problem and theorizing a solution, proving your hypothesis with data to executive leadership. You will expand upon our existing support strategies to optimize for LTV-driven outcomes while collaborating with customer-facing teams throughout the organization. In this role, you’ll be in charge of strategy, performance management, staffing, and our communication tech stack. Divvy’s growth provides a rare opportunity to build out function(s) from the ground up and work with a customer base that’s driving towards homeownership. We’re looking for a Customer Experience Program Manager to oversee Divvy’s relationship with its outside stakeholders.
Recognized as Time 100’s most influential companies of 2022 and a Great Place to Work, Divvy strives to build a team that can uphold our mission. Please click below to start your application process.At Divvy Homes, we're building an on-ramp to homeownership – one that's more flexible, more affordable, and an all-around better fit for today’s American family – and it’s working. We encourage minorities, women, disabled persons and veterans to apply. Motivate is also a committed Affirmative Action Employer. For more information, please see EEO is the Law. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, training, promotion, transfer and compensation. Motivate’s policy is to provide equal employment opportunities for all employees and applicants without regard to race, color, sex, religion, age, national origin, disability, veteran status or any other characteristic protected under applicable federal, state or local laws. Bicycle sharing is a convenient, fun and healthy transportation option that enhances urban livability and mobility.ĭivvy is headquartered in the West Town neighborhood of Chicago and assists the city's bike share system – including repairing and rebalancing bikes, maintaining the stations and docking points.
Join the team at Motivate and help to transform the way people get around Chicago with the Divvy bike share system.
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