Manager, Customer Experience

The Manager, Member (Customer) Experience will be a People Manager Powerhouse. As an Mx Manager, you’ll lead by example, you are exceptionally empathetic, and accountable is your middle name. The Mx Manager has a deep passion for front-line people management and development, and is comfortable with a fast-paced constantly growing team.

THE MANAGER, MEMBER EXPERIENCE HAS SEVEN MAIN RESPONSIBILITIES

1. Be a constantly available resource for your team by regularly checking in with your team members and having a pulse on team engagement levels
2. Provide vision and clarity to your direct reports to ensure they’re hitting KPIs and have a deep understanding of their performance
3. Own the recruitment process for Mx Specialists to ensure we’re hitting our hiring targets
4. Regularly monitor phone, email, live chat, and SMS performance and volume to ensure we're delivering incredible experiences to our members, meeting SLAs, and performance managing all Specialists
5. Develop actionable insights through both Mx Specialist and Member feedback, allowing Inspire to drive growth and a continued positive member experience
6. Manage escalated member issues efficiently and effectively
7. Embody Inspire’s core values and lead by example. You’ll help set the tone across the team of what it means to put the member first

SOME YEAR 1 DELIVERABLES

• Develop and scale our existing team of high-performing Mxers, while growing team headcount to support business growth
• Expand Mx CSAT as a key measure of Mx success
• High engagement, satisfaction, and team morale among the Mx Team

SUCCESS METRICS

• Maintain goal of 90% phone service level
• Maintain goal of 50% retention
• Maintain goal of 1k+ winbacks/month
• Maintain monthly hiring headcount

DESIRED TRAITS

• No task is too small mentality
• Ability to be flexible and pivot quickly
• Empathetic 
• Highly accountable: has never been late for work a day in their life, and gets tasks and assignments done with autonomy
• Has a positive attitude and presumes positive intent
• Cares about people, both employees they’ll manage, and our members
• Ability to motivate

EXPERIENCE

• Must Have
• 4-5 years experience in direct people management
• Bachelor’s degree
• Past experience in a front lines role (retail, sales, customer service)
• Proven track record of objectively resolving escalated customer complaints
• Call center operations knowledge
• Nice to Have
• Bi-Lingual capabilities (Spanish specifically)
• Knowledge of the energy industry