Senior Customer Experience Manager

UWorld has helped millions of undergraduates, graduates, and professionals successfully prepare for high-stakes accounting, finance, graduate school, high school, legal, medical, nursing, and pharmacy exams.

Our 750+ professionals — from accomplished doctors, practicing nurses, and experienced lawyers to in-classroom educators, visionary finance experts, and skilled scientists — take great pride in crafting exam-like test questions, detailed answer explanations, vivid illustrations, and precise videos that make really hard stuff easy to understand for students.

We are passionate about creating an inclusive environment where everyone feels valued while providing value to the students, educators, and partners who trust us to provide the highest-quality educational content and study tools on the market.

UWorld has a need for a Senior Customer Experience Manager to lead both of our dynamic Customer Care and Technical Accounts teams based out of Dallas, Texas. Reporting to the CTO, we are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers.

This is a leadership role in which the incumbent will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.

• Process Optimization –
• Oversee day-to-day operations involving all customers including following responsibilities
• Efficiently resolving customer concerns via phone calls/emails/tickets
• Managing team member schedules
• Monitoring individual and team performance and trainings 
• Enhancing quality of customer service delivered, ensuring compliance with service level agreements, etc.
• Oversee day-to-day operations involving B2B customers including following responsibilities
• Setting up best-in-class processes for onboarding users.
• Handling, resolving, and routing business inquiries/issues in a timely manner
• Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
• Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
• Build out a knowledge base for the  team to reinforce consistent and timely customer experience
• Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side
• Measuring and Evaluating Service Excellence –
• With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
• Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed
• Developing a High-Performing Team –
• Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment
• Identify and retain key talent and cultivate pathways of career development and growth for the team
• Communicating Effectively and Efficiently –
• Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals
• Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
• Manage the flow of information accurately and appropriately
•  Advocating Interdepartmental Collaboration –
• Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
• Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success

Requirements

• Bachelor’s degree or equivalent experience
• 5+ years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
• 3 years of experience leading and training a Customer Care team
• Experience administering customer support tools and technologies, like CRMs and/or ticketing systems

Benefits

• Competitive compensation (contingent on experience)

• Paid time off (based on sliding scale according to hire date and work hours), parental leave, bereavement, and 8 hours of volunteer time
• A generous paid holiday schedule that includes the entire week of Christmas
• Comprehensive benefits package (medical, vision, dental, life, disability and pet insurance)
• 401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
• Annual professional and career development opportunities available
• Social Committee that offers an inclusive environment to get to know coworkers in a fun way
• Daily on-site group fitness classes

At UWorld, we believe strength is derived from the talents, ideas, and experiences of a diverse workforce. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected class. UWorld is proud to be an equal opportunity employer providing a drug-free workplace. If you have a disability or special need that requires accommodation, please let us know.