Customer Experience Manager

State of Arizona - Flagstaff, AZ

Full-time - Mid Level

Flagstaff, AZ

Executive, Legislative, and Other General Government Support

About the position

The Customer Experience Manager (CXM) at the Arizona Department of Economic Security is a key member of the store leadership team responsible for overseeing store standards, customer service, and operational processes. The CXM ensures a safe and efficient opening and closing of the store, coaches associates, and addresses customer service escalations. This role involves teaching and training associates on company policies, maintaining a safe working environment, and making business decisions in collaboration with other management resources.

Responsibilities

• Drive customer service and associate engagement by coaching associates on proper customer service techniques.
• Lead the store's customer service culture and ensure customer concerns are resolved effectively.
• Provide in-the-moment coaching based on observations and behavior of associates.
• Monitor customer flow through checkouts to ensure fast service.
• Ensure associates adhere to safety and hazmat procedures at all times.
• Conduct store kickoff meetings and communicate priorities and tasks to associates.
• Perform Manager on Duty (MOD) responsibilities, including opening and closing tasks.

Requirements

• Experience in a retail management or leadership role.
• Strong customer service skills and the ability to coach others.
• Knowledge of safety policies and procedures in a retail environment.
• Ability to communicate effectively with associates and customers.

Nice-to-haves

• Experience with performance management and talent planning discussions.
• Familiarity with retail operational processes and standards.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid holidays and vacation time.