Customer Experience Manager
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About The Position
The Customer Experience Manager at Pennymac plays a crucial role in supervising and monitoring Customer Service activities within the Mortgage Fulfillment Division. This position is responsible for ensuring that the staff provides timely, friendly, and effective service to customers while maximizing employee production and quality. The Manager will lead a team of Customer Experience Specialists, focusing on delivering a best-in-class consumer experience. In this role, the Customer Experience Manager will manage, monitor, and measure the performance of queues and processes, ensuring that all staff adhere to schedules, including shifts, specialty skills, vacations, meetings, and training. The Manager will oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution of customer service protocols. Additionally, the Manager will effectively leverage resources to monitor queue performance, identify patterns and trends causing issues, and work towards business solutions. The role also involves developing new and more innovative processes to improve overall end-to-end cycle times or enhance quality. The Manager will support, recommend, and implement technology initiatives, routinely review staff performance against key metrics, and work with staff daily to improve performance. Furthermore, the Manager is expected to demonstrate behaviors aligned with the organization's desired culture and values.
