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Customer Experience Enablement Lead

Customer Experience in Missoula

The CX Enablement Lead is responsible for driving the strategy, implementation and continuous refinement of the CX training and quality assurance (QA) programs. 

About the Right Team Member: 

You are a highly ambitious and strategic self-starter looking to roll up your sleeves and serve as a force multiplier for our fast-moving CX team.  You are meticulously organized and capable of juggling multiple priorities in an independent, high growth environment. Never satisfied with the current state, you proactively recognize opportunities for improvement and won’t stop until clear, measurable solutions are in place.  You are a sponge — you can absorb the deep knowledge of subject matter experts in diverse processes across the CX org and instill them into concise and insightful training materials that scale with the business. You have experience with cutting edge learning management system (LMS) and automation tools, and are a whiz at the Microsoft Office and Google Suites to fill in any blanks.

Responsibilities:

  • Design, deliver, and constantly evolve new hire and refresher trainings using LMS tools
    • Ensure processes are measurable, scalable and fully accessible to our globally dispersed team
    • Advise on optimal balance between live, recorded and online materials
  • Proactively identify training gaps within CX org and institute targeted interventions to drive increased efficiency and quality
  • Perform recurring audits across all contact channels for CX associates and drive broader innovation with QA program
    • Propose and implement process and rubric improvements
    • Develop robust reporting and monitoring systems
    • Serve as primary business liaison for QA software, regularly evaluating usage and competitive landscape to ensure maximum velocity 
    • Create strong feedback loops to inform training needs and language changes
  • Provide coaching feedback to Associates and Team Leads, and determine how feedback sessions should be structured and delivered to develop best practices
  • Own and optimize CX Associate onboarding program and ramp-up timeline
  • Develop a deep expertise of ClassPass processes, systems, and resources work
  • Commit hours/week to support inbox and chat depending on bandwidth + necessity to keep a pulse on customer sentiment and team process and pain points

Requirements:

  • Minimum 2 years experience in Customer Experience 
  • Minimum 2 years experience in Training or Education 
  • People management experience a strong plus
  • Knowledge of and comfort using LMS and automation tools
  • Highly motivated and accountable self-starter capable of working independently
  • Critical eye and thorough attention to detail
  • Natural curiosity for understanding daily metrics and quantifying results 
  • Efficient and effective communicator, externally and internally
  • Ability to blend quantitative and qualitative data to drive insights
  • Based in Missoula MT with ability to travel as needed

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