Customer Support Experience Manager

It starts with a mission, and our mission is to disrupt every small business owner's struggles.

Time is scarce, and decision making can be hard when visibility is limited. Today everything is spreadsheets with manual processes.

Our small business community deserves more. A single piece of data can change everything. Access to timely, relevant, and accurate insights to allow confident decision making; that is our dream for each small business owner.

2UniFi, unique new small business platform from parent company NBH, is designed to bring a complete financial platform to each small business's fingertips.

Join us as we build a new vision at a strong and dynamic company. Help us create the future of banking.

This type of position is ideal for someone looking to build a career in financial services with a focus on Small and Medium size businesses (SMBs).

As the Customer Support Experience Manager, you will be responsible for the day to day of the call center, technology, and operations of the team and outcomes to our users and clients. The goal is to run the best people focused service delivery business in the industry. As part of the 2U Organization, the Customer Support Experience Manager will strive to create exceptional people experiences and programs at scale across the entire workforce (both on and offshore).

The ideal candidate for this role is someone who has managed and built durable strategic partnerships across suppliers and cross-functional teams. The candidate will need to be a strong communicator and operate as a functional leader. This role is both external and internal facing. As a contributor role, you will be the business owner for scaling the support team as needed, while ensuring that all the stakeholders are involved and aligned throughout the process. This role will be responsible for managing complex projects and driving execution across the lifecycle processes for standing up new technology or operations that support the 2U contact care centers for both platform support and banking functions. The role will supervise, mentor, and motivate a team of agents to achieve individual and team performance goals. Improve training programs to enhance team skills and knowledge, and foster a culture of accountability, engagement, and continuous improvement.

As the Customer Support Experience Manager, you will transform sustainable delivery of large scale, industry leading solutions with measurable outcomes. Continuously raise the bar on benchmarks for customer satisfaction and operational efficiency through creation of metrics driven, high performance supplier engagements that are aligned with organizational goals. Navigate complex requirements and regulatory constraints to design programs that consistently deliver on challenging business objectives in a fast moving environment with the operational excellence and rigor required to meet 2UniFi's high quality standards. Build strong relationships between suppliers and internal stakeholders ensuring systems, workflows, and playbooks are documented, improved and maintained. Launch and sustain a scalable quality management program needed to continuously measure outcomes including a closed feedback loop between cross-functional partners, stakeholders, partners, and supplier teams to ensure programs meet minimum requirements while also surfacing and prioritizing opportunities for improved program effectiveness and efficiencies. Partner with Shared Services to deliver optimal results aligned to NBH's financial, regulatory, and company priorities including location strategy, privacy and security, contingency planning and audit readiness. Advocate for the supplier in partnership with HR, Tech, engineering and other teams to drive automated solutions through continuous process improvement.

Minimum Requirements:

• Bachelor's degree in Business and or equivalent work experience in call or support centers
• 5+ years management and leadership experience
• Monitor call center metrics and provide regular performance reports to senior management

Ensure compliance with SLA's, company policies, industry regulations, and quality standards

• Familiarity with call center technologies and CRM systems.
• Experience with AI technologies and automation tools in customer service environments.
• Ability to manage competing priorities in a fast-paced environment.
• Strong understanding of customer service principles and best practices.
• Demonstrated experience with scheduling, shift planning, and workforce management tools.
• Experience managing internal and external audit reviews
• Experience driving operational efficiencies and implementing business requirements

Desired Skills: Ideal candidates for this position should possess some or all of the following skills:

• Experience leading projects with technical stakeholders, including engineers

• Technical Contact Center Management
• Direct experience and proven success leading teams with the Omni-channel fulfillment and delivery space
• Passionate and motivated self-starter
• Strong work ethic and ability to complete work accurately
• Ability to think logically in order to analyze situations and make sound decisions
• Ability to handle multiple tasks simultaneously
• Capacity to work with multiple computer and software systems

Work Environment:

We are a culture that believes that people are our greatest asset and are at the heart of everything we do. We take pride in bringing clarity and simplicity to our associates (employees) and clients. Our decisions are made efficiently, fairly and locally. Our success is directly tied to the communities we serve. It is equally important for us to look through the lens of our applicants and associates to identify their individual needs. As such, we want to share the following:

• We are committed to our core value of meritocracy and supporting our associates in growing within their role
• When completing certain tasks, an associate may need to be able to grasp, push, pull, lift, bend, raise and hold hands and arms overhead.
• An associate must be able to work overtime to the extent necessary (typically no more than 5%).
• Flexible scheduling with an opportunity to work remotely as business needs allow.

Benefits:

In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks. For more information about the benefits offered click here.

If this is what you believe in, then you're definitely right for us. Consider making an investment in us, so that we may invest in you and your bright future.