SD Customer Experience Manager

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

General Purpose: 

The SD Customer Experience Manager is a customer support professional who handles complex, urgent, or high-profile customer issues that require special attention and resolution, acting as a bridge for our customers to ensure timely and effective solutions are delivered. This position will lead the Customer Experience team by leveraging your critical thinking skills, organizational prowess, and vast experience handling escalated issues. The manager will require effective guidelines and provide strategic direction, ensuring a smooth resolution process improving our customer experience. The role is responsible for evaluating, implementing, and supporting our customers, partners, and AireSpring Channel Managers.   

Reports to: Director of Service Delivery 

Direct Reports: 1 Supervisors, 1 CX Specialist, and 1 Data Analyst.

Essential Duties and Responsibilities: 

• Problem Resolution: Identify, prioritize, and resolve escalated customer issues that cannot be handled by a Customer Experience Specialist or Supervisor.
• Communication: Act as the primary point of contact during critical customer situations and escalations, managing communications with customers, internal teams, and potentially executive stakeholders.
• Root Cause Analysis: Analyze the root causes and trends of escalations to identify systemic issues and implement preventative measures or improvements.
• Process Improvement: Provide feedback and recommendations to improve overall customer support processes, enhancing customer satisfaction and retention.
• Coordination: Coordinate with various departments to ensure timely and effective solutions, potentially involving multiple teams and stakeholders.
• Documentation: Maintain detailed records of escalations, including resolutions, communication logs, and trends.
• Reporting: Prepare reports and dashboards to track escalation trends, identify areas for improvement, and measure the effectiveness of escalation management processes.
• Subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation settings with customers and cross functional teams.
• This individual must be able to have a strong understanding of the AireSpring product set and services to assist the customer in decision making and strategy for deployment.
• Regular interaction with the different teams within Service Delivery and AireSpring as well as the customer’s technical teams will be required to assist customers with questions/issues should they arise. 
• This role will rely heavily on an individual’s ability to independently manage difficult scenarios in a professional manner. 
• Multi-tasking, quick decision making, and strong customer centric mindset are essential to success in this position. 
• This individual will need to be familiar with the multiple Airespring department escalation paths and be able to utilize them for assistance to ensure the customer experience remains positive. 

SD Customer Experience Project Manager Responsibilities:

• Computer literate, including word-processing, database, and spreadsheet programs.
• Excellent customer service skills and a customer-centric approach.
• Strong written and verbal communication skills as well as presentation skills, including the ability to communicate technical information clearly to both technical and non-technical audiences.
• Exceptional analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues.
• Strong interpersonal skills, including the ability to build rapport with customers and internal stakeholders. 
• A good understanding of the company's products or services, and the ability to understand and communicate technical issues.
• Must have 3-5 years Telecom Project Management experience - PMP a plus 
• Demonstrated success in building project timelines and meeting customer and company deadlines. 
• Demonstrated ability to facilitate team meetings as well as monitor, track and communicate to resolve issues and conflicts with regards to deliverables. 
• Proven ability to work effectively both independently and as part of a team and lead by example. 
• Exceptional organizational skills, detail oriented, and comfortable working with diverse customers. 
• Considerable (minimum 5 years) expertise in creating specialized process improvement initiatives. 
• Demonstrated ability to lead team members to expand their capabilities as well as document processes and procedures.

This role will lead the SD Customer Experience team who will manage the escalation desk and all SD analytics to include but not limited to: 

• Complete the following reports:
  • Multiple SD Dashboards
  • Yellow/Red Report
  • CNR
  • Migration Orders, No Disco
  • PM Aging and Weekly Projections Report
  • Escalations Report
  • Orders to Close
  • Month/Year End Report
  • Monthly Projections Report
  • Manage the SD Escalation email box
  • Manage all escalations
  • Work with ITDev on automating reports
  • Identify trends and issues from reports to identify process improvements

Peripheral Duties: 

• Other Duties as Assigned. 

Desired Minimum Qualifications: 

Education and Experience:

• BA or BS degree desired. 
• Minimum of three (3) years’ management experience required. 
• Minimum of five (5) years project management of voice, data and/or internet industry experience required. 
• Any equivalent combination of education and experience, with additional experience substituting for the required college level training or a year for year basis. 

Necessary Knowledge, Skills, and Abilities:

• Basic computer, keyboard, and mouse utilization, including various software applications, internal order database management systems, high-level of MS Word and MS Excel. 
• Fundamental working understanding of voice, data, and internet customer application requirements.
• Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change. 
• Trained in product and/or project management best practices, procedures, and tools.
• Demonstrated analytical and problem-solving ability for issue resolution. 
• Must be comfortable working in an accountable environment.
• Highly organized, must be able to handle multiple tasks with speed and accuracy. 
• Must be capable of prioritizing activities and scheduling to obtain effective results. 
• Excellent customer and vendor relationship management skills. 
• Ability to work independently. 
• Must possess strong time management skills. 
• Demonstrate analytical capabilities with attention to detail. 
• Must be a team player, able to handle ambiguity, anticipate and react to changes quickly in a fast-paced environment. 
• Must have a strong work ethic. 

Tools and Equipment Used: 

• AireSpring provided work computer, including word-processing, database, and spreadsheet programs and access to necessary internal systems.

Selection Guidelines: 

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required. 

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. 

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

All your information will be kept confidential according to EEO guidelines.