Manager – Customer Experience, Content Moderation

Sofia 20.07.2022
Work from home
Management role with English

Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Customer Experience Managers in this role get to:

Collect and analyze customer feedback: this feedback that comes through internal and external channels is collected and analyze to identify and act on every opportunity – and so that the manager can champion the voice of the customer.

Ensure compliance: with key initiatives, tracking complaints, reporting on status, and manage projects that result in identified issues being prevented or mitigated for future customers.

Built a positive experience: cause a measurable reduction in negative comments by tracking and ensuring the dissemination of best practices that result in positive customer experience.

Create a quantifiable increase in Customer Experience: This critical team member will also collaborate with other team members and the business to improve results.

Take ownership of customer feedback: and take action to prevent or mitigate them before they affect any other customers.

Assure control: track and report monthly KPIs Team, track and report CX Pillars quarterly. Perform Ad Hoc requests for data, special reports, and analysis from a variety of departments to help them focus on opportunities for improvement or celebrations of success. Monitor and act on Customer Surveys.

Manage and create projects/initiatives: track data and identify trends.

Perform Project Management Activities: such as help to identify potential value-added projects.

Perform Team Management Activities: Participate in the sourcing, attracting, selection, onboarding, and managing of interns. Engage in onboarding, training, and developing of CX interns. Escalate opportunities for quick wins when a new pattern of issues emerges.

Our most successful candidates have:

  • Creativity, proactivity, and have a bias for action
  • Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
  • Experience aggregating and analyzing customer feedback
  • Ability to inspire others to action and to influence without authority is absolutely necessary
  • Passion for learning/learning agile
  • Excellent written communication skills
  • Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
  • Exceptional research skills
  • The ability to exude a professional demeanor and appearance
  • Attention to detail and excellent organizational skills
  • The ability to function in a fluid environment, with fast change, and fast prototyping and design
  • Previous track record of success in customer experience management may be substituted for education
  • Bachelor’s degree
  • At least 2 years of work experience in content Moderation at a Supervisory level

Apply Now And Start Your Sutherland Career