Customer Experience & Operations Manager

The Business & Employment Centre on behalf of its client Business Barbados, is recruiting for the role of Customer Experience & Operations Manager.

Business Barbados is designed to modernise and enhance the way the business is conducted in Barbados. The entity is responsible for corporate and intellectual property registration, with an expanded portfolio of services to come. The statutory corporation is at the forefront of making Barbados’ business landscape accessible to all, helping companies start, maintain and protect their businesses and investments. Business Barbados is at the heart of business for local and global investors, redefining business facilitation.

Job Title: Customer Experience & Operations Manager
Reports To: Head of Customer Experience & Success Operations

Key Responsibilities:
Operational Management:

• Oversee daily operations of the customer experience and success operations team to ensure efficient and effective service delivery.
• Develop, implement, and optimize operational processes and procedures.
• Monitor and analyze operational performance metrics to identify areas for improvement.

Customer Experience Enhancement:

• Lead initiatives to improve the overall customer experience.
• Monitor customer feedback and implement strategies to enhance customer satisfaction.
• Develop and maintain customer service standards and best practices.

Team Leadership and Development:

• Manage, mentor, and develop a team of customer service representatives and operational staff.
• Set performance goals, conduct regular performance reviews, and provide ongoing coaching and training.
• Foster a positive and collaborative team environment.

Process Improvement:

• Identify opportunities for process improvements and operational efficiencies.
• Implement continuous improvement initiatives to enhance service delivery and operational performance.
• Utilize data-driven insights to inform decision-making and process optimization.

Performance Monitoring and Reporting:

• Establish key performance indicators (KPIs) and metrics to measure team and operational success.
• Prepare regular reports on customer experience and operational performance for senior management.
• Use analytics to identify trends, forecast needs, and drive strategic planning.

Cross-Functional Collaboration:

• Collaborate with other departments to ensure alignment of customer experience initiatives.
• Partner with senior leadership to drive cross-functional projects and initiatives.
• Serve as a liaison between the customer service team and other departments to resolve issues and improve processes.

Customer Interaction Management:

• Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
• Maintain a high level of professionalism and customer service in all interactions.
• Develop and implement strategies to improve customer retention and loyalty.

 Perform any other job-related duties as assigned.

Key Skills and Competencies:
Leadership:   Strong leadership and team management skills, with the ability to inspire and guide teams to high performance.
Operational Expertise: In-depth knowledge of operational processes and best practices in customer service management.
Customer-Centric Focus: Deep understanding of customer needs and a commitment to delivering exceptional service.
Analytical Skills: Proficiency in analyzing data and performance metrics to drive improvements.
Communication: Excellent verbal and written communication skills, with the ability to influence and collaborate effectively.
Problem-Solving: Strong problem-solving skills with the ability to identify issues, analyze situations, and implement effective solutions.


Qualifications:

• Bachelor’s degree in Business Administration, Management, Operations, or a related field.
• Proven experience in a customer service or operations management role.
• Strong understanding of customer experience metrics and methodologies.
• Experience in managing teams and driving performance improvements.
• Proficiency in using CRM systems and operational tools.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.

Working Conditions:

• This position operates primarily in an office environment, with occasional travel for client meetings or presentations.
• Flexibility in working hours may be required to accommodate client needs or deadlines.
• Professional demeanour and adherence to confidentiality standards are essential.