Senior Manager of Customer Experience - Remote

Overview:

The Senior Manager of Customer Experience is part of the Operations and Security Services department, which resides on the Customer Experience team and reports to the Director of Central Support and Member Experience. The Senior Manager of Customer Experience is a key leadership role, responsible for partnering with business units across CIS to shape and execute initiatives to provide a best-in-class customer experience for the CIS community. This is a hands-on role with the goal of ensuring customer centric thinking and best practices are applied throughout the organization. The Senior Manager of Customer Experience will collaborate with internal stakeholders, experience management (Qualtrics) technical resources, and customer experience vendors to deliver a meaningful and positive impact for our members across all touchpoints.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry-leading best practices for securing IT systems and data. CIS is also a trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial (SLTT) government entities and election offices.

CIS has an award-winning reputation for investing in its people (click here to learn more), as well as continuous learning and development. We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another. Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

• Ensure that customers have a positive experience with CIS, including the following focus areas: 
  • Customer feedback: Obtaining customer feedback and analyzing that feedback to identify areas for improvement, ensuring information learned from the customer is utilized and integrated into all we do within CIS
  • Voice of the customer programs: Develop and manage programs to capture customer feedback and insights and use them to drive improvements within member experience
  • Creative and operational design: Sole responsibility for the design and creation of all member journey maps for current and future member touch points
  • Team management: Full oversight of the Customer Experience team, including team deliverables, continued team growth and education, and hiring and onboarding new employees
  • Customer Experience innovation: Drive innovation within the Experience Management Contact Center (XMCC) by staying ahead of industry trends and implementing new technologies and strategies to enhance the member’s experience
  • Collaboration: Collaborate with internal stakeholders within their area of responsibility to ensure that the member experience is effectively integrated and aligned with other functions.
  • Strategy: Execute outcome-driven strategies that support organizational goals and priorities. These strategies are based on process improvement within their specific area of focus, identifying opportunities to streamline operations, improve efficiency, and enhance the member experience within their sphere of influence
  • Reporting: Measure and report on key performance indicators that leverage data analytics to identify trends, insights, and areas for improvement in the members’ experience, and utilize this information to drive continuous improvement efforts
  • Training: Provide ongoing training and development opportunities for the customer experience team to ensure they have the skills and knowledge necessary to deliver exceptional service
  • Documentation: Document all customer interactions with journey maps with focus on opportunities to make improvements in customer experience. Create, design, and deploy new department standard operating procedures (SOP’s) that align with the strategic goals of CIS
• Oversee the design and content of surveys, dashboards, and reporting
• Oversee and often facilitate customer focus groups and feedback sessions to ensure the content will result in learning the information we are gathering on behalf of our products and services teams
• Create iterative Customer Experience improvement strategies, testing and learning, and optimizing based on results
• Staff the XMCC consisting of executives across CIS that ensures cross-functional partnership, strategy, and execution
• Other duties and responsibilities, including special projects, as assigned

• Bachelor’s degree in Business, Customer Experience, or related field*
• 5 + years’ experience:
  • Designing and developing surveys and dashboards
  • Designing and facilitating CX workshops
  • Designing and deployment of a Customer Experience organizational philosophy
  • Developing customer journey maps across multiple products and services
• 3+ years’ experience in a leadership or supervisory role in Customer Experience
• Strong experience in project management, journey mapping, and customer experience
• Working knowledge and/or experience with project management tools for tracking and reporting analytics, such as Qualtrics, Pardot, Salesforce, Jira, etc.
• Ability to manage and complete multiple concurrent projects on time and against the defined objectives
• Strong experience influencing cross-functional multidisciplinary teams to launch high-impact Customer Experience initiatives
• Ability to rapidly assess high-level & ambiguous problems, define scope and options, then evaluate and recommend partnership strategy to address critical business issues
• Exceptional conceptual thinking and analytical problem-solving abilities
• Ability to effectively interface with senior management and staff
• Must be authorized to work in the United States

It's a Plus if You Have:

• Knowledge of Cybersecurity
• Experience working with U.S State, Local, Territorial, and Tribal governments (SLTT)
• Experience working with non-profits

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.