Manager, Customer Experience

$109,000 - $131,000/Yr

American Hospital Association - Chicago, IL

Full-time - Manager

Chicago, IL

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Manager, Customer Experience at the American Hospital Association (AHA) is responsible for enhancing the customer service experience for AHA members and other audiences. This hybrid role focuses on aligning strategies and resources to achieve organizational goals, driving process improvements, and delivering an exceptional multi-channel customer experience. The Manager will implement best-in-class tools like Zendesk and advocate for best practices in customer support and customer experience design.

Responsibilities

• Maximize customer service software platforms to enhance efficiency and agent productivity.
• Define and execute KPIs to demonstrate meaningful impact and drive continuous value.
• Analyze call and email activity logs to track performance and provide insights on team performance and customer trends.
• Develop and maintain SOPs, process maps, Zendesk macros, response scripts, and Knowledge Base articles.
• Create and refine customer journey maps.
• Lead the development of reports and dashboards for AHA leaders.
• Motivate, engage, coach, and develop a small customer support team to peak performance.
• Manage schedules to ensure adequate phone and email coverage.

Requirements

• Minimum of 5 years' related experience.
• Minimum of 5 years' experience in a customer-facing role.
• Minimum of 3 years' experience in a contact center supervisory or managerial role.
• Bachelor's degree in Communication or a related field.

Benefits

• Medical/dental coverage (PPO/HMO)
• Vision care
• Life insurance
• Short and long-term disability plans
• 401(k)
• Tuition reimbursement
• Paid vacation/holidays/sick days
• Wellness programs