Customer Experience Manager

Location: Detroit, MI

Department: Support

Type: Full Time

Min. Experience: Experienced

OVERVIEW

Join the Revolution. Work with a company that’s changing the world. Hello Innovation owns and operates a strong set of businesses powered by innovation and change. We are disruptive by design. We love solving the world’s toughest business challenges. It’s in our DNA to change the world and improve lives through our portfolio of companies.

 

There’s no shame in being ambitious at Hello Innovation; career growth is a priority for us – we help one another climb, we don’t climb over one another. A team-driven environment and high levels of integrity serve as incubators for brilliant minds.

 

Intrigued? Perfect. We’re hiring like crazy and are looking for driven, forward-thinking problem solvers to join our team.

 

YOUR CHALLENGE

You want to save the world from evil customer experiences, but not everyone is born a hero. Instead, they’re created out of important life moments that have ignited a passion for helping others. It’s their story, and this is yours…

 

You’re armed with all of the big-hearted qualities of a customer experience hero. You’ve got vision, drive and a passion to deliver the ultimate customer experience. You’re ready to make a difference in the world. There’s only one thing standing in your way ﹘ a company that’s got your hands tied and has stripped you of your passion.

 

Mis-aligned teams, a lack of vision and inconsistent CX across all touch points ﹘ this isn’t what you worked for. Don’t even get us started on the sh*t-load of red tape in your way... Isn’t it about time you stopped talking and started doing?
 

YOUR MISSION

Welcome to Hello Innovation, where kicking ass and fighting for good is what we do best. Want to change the world and take charge of your own success? Then here’s your cape.

 

We value great customer experience over everything. That’s why we’ve made it our mission to reinvent what CX should be, and deliver it to the world. That’s where you come in… We’re looking for a super passionate, badass Customer Experience Manager to join our team.

 

In this role, you’ll be the hero of our story ﹘ connecting dots across all departments and shaping, defining and owning a unified CX journey across all interactions. Not only will you be responsible for the overall strategy and implementation of service design, but you’ll optimize the entire experience, including people, products, process and technology. You’re truly at the center of it all ﹘ sales, services, customer support and care ﹘ you have the opportunity to shape everything.

 

But this position isn't for everyone… We give people the opportunity to do more, but we’ll also challenge you more than ever. If you’re not obsessed with delivering the ultimate customer experience, living in the customer’s shoes, or building a world-class team that works hard to meet objectives, this may not be the role for you.

 

WITH GREAT POWER COMES GREAT RESPONSIBILITY

  • You must have proven leadership skills in a call center environment. We want someone who’s been there, done that and knows the value of bringing people up.
  • We want someone who’s CX obsessed. You should thrive on a human-centered approach, and understand the value in delivering a cohesive customer experience.
  • You must be a great communicator and clarity focused. Someone who can see it, get it, and communicate it well.
  • Our ideal candidate is great at connecting dots. You must have proven experience leading teams and putting CX systems in place (frameworks, toolkits, methods, etc.) in order to empower autonomous teams.
  • You must be data-driven. We want someone that’s excited about scoreboards, tracking success, and setting compelling, aggressive schedules for improvement.

 

BENEFITS & PERKS

  • Great Benefits
    • Our full coverage benefits package is available to all employees and includes health, dental and 401(k).
  • Generous Paid Time Off
    • 15 paid days off to start PLUS additional breaks including 9 paid holidays, a Parental Leave Program, and more!
  • Lunch and Snacks
    • Our kitchen is loaded with snacks, pop, wine & beer, and if you need a caffeine boost we’ve got you covered with our coffee bar!
  • Conferences
    • Knowledge is power, which is why we encourage all employees to check out the latest industry happenings. We’ll cover the cost!
  • Plus much more
    • Flexible working hours, monthly tech talks and weekly fitness classes, to name a few.

 

OFFICE LOCATION

Detroit, Michigan - in the heart of Greektown!

 

 

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