Customer Experience Manager

Great home furnishings—and great careers—start at American Freight. Founded in 1994, today we have more than 370 direct-to-consumer, warehouse-style stores. As one of the fastest-growing US retailers specializing in furniture, mattresses, and appliances, now is the perfect time to join our team of more than 3,500 employees. We foster an inclusive culture and work hard to retain top talent. Our focus on promoting from within has led to hundreds of internal advancements into management and leadership positions. In the past three years we’ve opened nearly 200 American Freight stores, with more to come in the days ahead. Our story is still unfolding, come grow with us!

The Director of Customer Experience & Call Center Operations is responsible for the overall strategy and execution of all call center support services and the broader omni-channel customer service experience. He/she will partner and collaborate with all levels of the organization to develop and improve the customer experience.

The Director of Customer Experience & Call Center Operations will manage all aspects of call center operations. This includes managing the external customer experience through phone calls, email, online contact support, and store-generated help tickets. The Director will be responsible for achieving and maintaining established performance benchmarks to ensure a consistent and positive customer experience.

The Director of Customer Experience & Call Center Operations leads a growing onshore call center team of 1-3 managers, 2 hourly leads, 8-12 customer call agents, and a store support team of 4-6 agents. This role will be responsible for all call center operations and customer experience processes, including escalated customer issues resolution, corporate and field customer service process, help ticket support, online support, transaction re-entry, chargeback disputes and reporting, national delivery refunds and support, and the national Customer First program.

• Develops and implements strategies for current and future contact center services and growth
• Manages the P&L for lines of responsibility including bank card expense, contact center vendor expense, departmental payroll, and travel
• Identifies and sources technological solutions for contact center management needs (telecommunications systems, call stat reader boards, ticketing systems, CRM, etc.)
• Will oversee one or more team managers for inbound/outbound and internal/external contact center service offerings
• Coordinates complex service model incorporating multiple internal/external customer touch points (phone, email, ticketing system, chat, message boards, social media, etc.)
• Orchestrates the development and maintenance processes for Knowledge Management to enable end users to complete more through self-service and reduce support times
• Define staffing requirements, scheduling standards and processes to support a growing store base
• Own the help desk process and partner with IT and vendor providers to streamline and optimize support processes
• Build a performance culture strongly centered around key metrics and customer service ratings
• Champion recognition programs to honor both team and individual performance
• Lead, coach and mentor team managers/leads to effectively manage call center agent performance
• Present updates to executive team members covering call center metrics, staffing, key projects, and strategic planning
• Negotiate contacts with vendors for support services as necessary
• Ensure timely on-going training is developed for both internal/external teams for changing processes and business initiatives
• Ensure all call center processes are properly documented and updated when changed
• Participate in company initiatives on collaborative, cross-functional teams as required
• Handles escalated customer complaints and provides updates to executive team members
• Other projects as required

American Freight is an equal opportunity employer. We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, separation, recruitment, pay and other forms of compensation, access to facilities and programs, training and general treatment during employment.

American Freight Furniture, Mattress, Appliance