Senior Manager, Customer Care

Company: DYNATRONICS
Location: Saint Paul
Posted on: November 22, 2021

Job Description:

SUMMARYWith direction from the VP of Customer Experience and the Director of Customer Care, the Senior Manager, Customer Care implements the strategic customer service vision that meets the expectations and objectives of the corporate mission. S/He manages the strategy and development of tactics to support and administer all Dynatronics domestic and international customer service functions and leverages KPI's and metrics to ensure achievement of the objectives. S/He serves as a direct contact point for field-related issues needing quick escalation and resolution. S/He assists in development and implementation of the optimal customer journey and ensures the associated expectations are met or exceeded at every level and touchpoint. S/he will be accountable to ensure that each employee delivers on this promise consistent with Dynatronics' culture. The Senior Manager, Customer Care will be an advocate for the customer within the organization, focused on executing optimal customer experiences to drive outsized market growth within the overall goals of Dynatronics or within a segment of Dynatronics business.

• Assist in the development and execution of both short- and long- term strategic vision and requirements for Dynatronics customer service; direct the development of appropriate team performance measures and expectations in alignment with corporate goals and expectations.
• Transform customer contact center into a strategic resource by directing the establishment of metrics and the development of data management systems to provide critical metrics to management regarding business trends, service, and customer concerns.
• Lead creative efforts to implement new approaches that combine technological efficiencies with customer-friendly enhancements to provide differentiated service to customers.
• Champion a cross-functional, continuous process improvement methodology to resolve customer issues and improve customer delivery systems.
• Continuously evaluate service capacity and systems to provide service in a high quality, cost efficient manner, making effective use of telecommunications and computer systems. Work with IT and other departments to ensure software design and functionality maximizes order management efficiency.
• Within the framework of customer contact, develop and implement a process that proactively promotes the sale of company products and services; and provides support for further development of new and existing customer relationships (customer retention).
• Serves as internal contact point for field-based employees seeking quick resolution to issues arising in special circumstances.
• Based on criteria that is job related, consistent, and measurable is responsible for interviewing, hiring, and training of associates. Includes planning, assigning, and directing work, appraising performance, rewarding and giving guidance, addressing complaints and resolving problems.
• Responsible for achieving desired results by creating and maintaining a culture of accountability by demonstrating the organization's Cultural Beliefs. Responsible for championing the Cultural Transition by using such tools as storytelling, focused feedback, and recognition, as well as identifying other tools and methods. Performance is aligned with the culture of accountability - See It, Own It, Solve It, and Do It.
• Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Analyzes key metrics and indexes to track customer loyalty over time, identify trends and patterns and proposes intervention strategies to address identified issues. Communicates results of the metrics to the organization for use as a 'see it' tool using comparative best practice benchmarks.
• Champions the use of technology to link operating systems, the field and internal touchpoints to information, interactions and the Dynatronics experience. Creates alternatives, options, and timing recommendations for the proper technology execution. Collaborates with our technical teams to plan, design, and implement the identified technology interventions to bolster the Dynatronics experience and is accountable for the results of each implementation.
• Leadership responsibilities include the selection, development, performance management and continuous recalibration of staff; ensures appropriate staffing levels and resource allocation; performs administrative tasks associated with timekeeping, pay, performance, policy administration and other matters related to employment.
• Assesses staff and provides timely and consistent feedback regarding technical proficiency and effectiveness. Provides constructive feedback, guidance, and reinforcement to employees regarding job performance. Works with staff to identify work goals and create individual development plans. Evaluates training programs to ensure content meets staff needs.
• Perform additional, related duties as needed.EXPERIENCE & EDUCATION
  • Minimum of a bachelor's degree in business or related field.
    • 8+ years of experience hiring, managing, coaching, and motivating a high-performance customer support team that is decentralized.
    • Excellent performance management, communication skills, and organizational skills are required.
    • Knowledge of healthcare ecosystem including patient interactions is highly desirable.
    • Experience with departmental strategy development, implementation, evaluation and recalibration, and development of KPI's/ metrics based performance approach required.Job Type: Full-timePay: $90,000.00 - $110,000.00 per yearSchedule:
      • 8 hour shiftApplication Question(s):
        • Do you now or in the future require sponsorship for an employment visa?Education:
          • Bachelor's (Required)Experience:
            • people management: 8 years (Required)
            • Key Performance Indicator: 3 years (Required)Work Location: One location

Keywords: DYNATRONICS, St. Paul , Senior Manager, Customer Care, Executive , Saint Paul, Minnesota