Sr Manager, Customer Experience

$98,472 - $154,742/Yr

Paychex - Rochester, NY

Full-time - Mid Level

Rochester, NY

Professional, Scientific, and Technical Services

About the position

The Sr Manager, Customer Experience at Paychex is responsible for delivering seamless visibility into the customer journey, proactively identifying issues that lead to client dissatisfaction, and creating innovative solutions to enhance the overall customer experience. This role emphasizes fostering customer loyalty and satisfaction through strategic improvements and a customer-centric culture within the team.

Responsibilities

• Lead and inspire a dynamic Customer Experience Team to deliver seamless, end-to-end visibility into the customer journey including its pain points.
• Oversee the identification and analysis of problems causing client dissatisfaction, implementing efficient solutions promptly.
• Collaborate with cross-functional partners and teams to enhance and optimize the overall customer experience.
• Drive customer loyalty by developing and implementing strategies for continuous improvement in client satisfaction metrics.
• Foster a customer-centric culture within the team, emphasizing proactive problem-solving and innovation.
• Provide guidance and mentorship to team members, promoting professional growth and development.
• Collaborate with other department leaders to align customer experience initiatives with broader organizational goals.
• Analyze data and trends to make informed decisions aimed at elevating client satisfaction.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Regularly report on team performance and key performance indicators to senior management.
• Recruits, develops, and manages the efforts of all direct reports towards specific departmental goals and objectives.
• Successfully manage through ambiguity and change leadership while leading the organization through transformational change.

Requirements

• Bachelor's Degree in Business or related discipline - Required
• Master's Degree - Preferred
• 5 years of experience in Proven leadership experience in a customer experience or similar role.

Benefits

• Competitive salary
• Comprehensive health insurance
• Retirement savings plan
• Paid time off
• Professional development opportunities