Customer Experience Manager at Roche in Indianapolis, IN
Manages through subordinate supervisors and individual contributors or programs. Assists the Senior Manager and Director in overall operations of assigned department. Provides leadership to ensure department objectives and goals are achieved. Drives initiatives and support a culture that seeks to maximize employee engagement. Key Roles & Responsibilities Understand the needs and priorities of customers across all franchises Build and maintain strong relationships with key stakeholders to develop and cultivate cross-departmental relationships to aide in knowledge, communication flow, and use of best practices Provide leadership and manages team through performance management, training, continuous improvement, individual professional development Responsible for successful onboarding and off boarding of team members per departmental process and training matrix Onboard new customers, ensuring that they understand how best to leverage the support, services, training, community, and other resources available Drive continuous improvements to increase productivity, quality and service Analyze and share customer data and rapidly identify opportunities for strategic action Determine methodology, approach and work plan within the area of expertise Lead directly or through subordinates to support continuous improvement initiatives Who You Are:
Bachelors degree and 5 years customer service experience or Associates degree and 7 years customer service experience 2 years leadership experience with direct people leadership responsibility Preferred:
Proven direct people leadership, coaching, stakeholder management, team building, motivating and conflict resolution Strong analytical skills Able to identify and resolve root cause of issues, and grasp complex processes Strong attention to detail Passion to help others achieve their outcomes Strong analytical skills Able to deal with ambiguity, identify and resolve root cause of issues, and grasp complex processes. Attention to detail. Ability to define meaningful and actionable metrics that will drive business success Strong knowledge and understanding of manufacturing, supply planning, logistics, order fulfillment and inventory management processes and procedures Ability to utilize strategic thinking and innovative ideas effectively to create and present long-term solutions in alignment with key business needs Excellent problem solving, customer service, negotiation, interpersonal, stakeholder management, decision-making, leadership, presentation and communication skills
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Bachelors degree and 5 years customer service experience or Associates degree and 7 years customer service experience 2 years leadership experience with direct people leadership responsibility Preferred:
Proven direct people leadership, coaching, stakeholder management, team building, motivating and conflict resolution Strong analytical skills Able to identify and resolve root cause of issues, and grasp complex processes Strong attention to detail Passion to help others achieve their outcomes Strong analytical skills Able to deal with ambiguity, identify and resolve root cause of issues, and grasp complex processes. Attention to detail. Ability to define meaningful and actionable metrics that will drive business success Strong knowledge and understanding of manufacturing, supply planning, logistics, order fulfillment and inventory management processes and procedures Ability to utilize strategic thinking and innovative ideas effectively to create and present long-term solutions in alignment with key business needs Excellent problem solving, customer service, negotiation, interpersonal, stakeholder management, decision-making, leadership, presentation and communication skills
Salary Range:
$80K -- $100K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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