Manager, Customer Experience - The American Hospital Association (AHA) : Job Details

The American Hospital Association (AHA) is a national organization that represents and serves all types of hospitals, health care networks, and their patients and communities. The AHA has two main offices, located in Washington, D.C. and Chicago. We are currently seeking a Manager, Customer Experience for our Chicago office. This position is a hybrid role (three days in the office, two days working remote).Starting base salary = $87,000 - $109,000 (commensurate with related experience). The AHA is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications, and location.The Manager, Customer Experience is responsible for ensuring a great customer service experience for AHA members and other customer audiences by aligning strategy and resources to achieve AHA's goals. The Manager embeds the customer experience into the heart of all activities, driving process improvements across AHA, and delivering an exceptional multi-channel customer experience with emphasis on continuous improvement and collaboration with other business units. The Manager implements and drives adoption for best-in-class tools, such as Zendesk, as well as advocates for best practices in customer support and CX design.Requirements for the Manager, Customer Experience include:

• Minimum of 5 years' related experience
• Minimum of 5 years' experience in a customer-facing role
• Minimum of 3 years' experience in a contact center supervisory or managerial roleEssential Functions:
  • Maximize our customer service software platforms to realize higher levels of efficiency and agent productivity. Help set up, administer, and configure Zendesk and other platforms used.
  • Define and execute on KPIs that demonstrate meaningful impact or areas of improvement and drive continuous value.
  • Analyze call and email activity logs and reports to track performance, and provide insight and recommendations on team performance, customer trends and issues, and refine existing processes and workflows.
  • Develop and maintain SOPs, process maps, Zendesk macros, response scripts, and Knowledge Base articles. Create and refine customer journey maps.
  • Lead development of robust reports and dashboards to share with other AHA leaders.
  • Lead, motivate, engage, coach, and develop a small customer support team to peak performance and productivity.
  • Manage schedules to ensure phone and email coverage; fill coverage gaps, as needed, to ensure service levels are met.The AHA is committed to fair and equitable compensation practices. We offer an excellent total compensation package, which includes medical/dental coverage (PPO/HMO), vision care, life insurance, short and long-term disability plans, 401(k), tuition reimbursement, paid vacation/holidays/sick days, wellness programs and more!The American Hospital Association (AHA) is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. We will provide reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.We value the commitment and creativity that our diverse team members contribute to the AHA's mission to advance equitable care and health improvement for all. Individuals from all backgrounds, such as veterans, people with disabilities, differing gender identities and sexual orientations, national origin, spiritual beliefs, and race are encouraged to apply.The AHA participates in the E-Verify Program. #LI-HybridQualificationsEducationRequired: Bachelors or better in Communication or related field.ExperienceRequired:
    • 5 years: Minimum experience in a customer-facing role
    • 3 years: Minimum experience in a contact center supervisory or managerial role #J-18808-Ljbffr