Manager, Customer Experience

POSITION TITLE : Manager, Customer Experience

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STATUS : Full time / Exempt

LOCATION : Chicago, Illinois (Hybrid : 2 days / week on-site, 3 days / week remote)

ABOUT NCSBN

The National Council States Boards of Nursing (NCSBN) is an independent, not-for-profit organization through which nursing regulatory bodies act and counsel together on matters of common interest and concern affecting public health, safety and welfare, including the development of nursing licensure examinations.

Our mission empowers and supports nursing regulators in their mandate to protect the public.

JOB SUMMARY

We are seeking a talented customer service leader to join our Customer Experience (CX) team. The ideal candidate will bring value to the team by managing the activities of the department to maintain and enhance NCSBN’s relationships with its customers for the programs supported to meet organizational and operational objectives.

Reporting to the Director, CX, the Manager, CX will support interactions with a variety of customers (employees, members, and customers) for multiple NCSBN programs, products and services.

The Manager, CX will lead and develop a team of Customer Experience Specialists that use omnichannel support tools (calls, emails, chat, in-person) to meet the needs of the department.

This role is an exciting opportunity for an individual with customer service management experience who is looking to further develop their leadership skills while joining an organization committed to advancing nursing regulation and policy worldwide!

RESPONSIBILITIES

• Manages, accesses, and fulfills the department’s resources for customer inquiries and resolutions; uses leadership and critical thinking skills to identify opportunities for improvement;
• manages customer escalations related to the programs supported and oversees communications related to service interruptions;

and manages the daily scheduling of team resources.

• Manages and supports the operational integrity of NCSBN programs through monthly analysis and reporting, and call, chat and ticket review and resolution, while fostering a continuous improvement culture utilizing advanced program knowledge and analytical skills.
• Develops, implements and manages the department’s policies, procedures, documentation and training, and defines, communicates and manages customer service best practice standards and key performance indicators.
• Assists with the administration of NCSBN’s customer inquiry software, providing support across the organization and making recommendations for platform enhancements to improve the operations of teams supporting NCSBN customers, employees and members.
• Manages department projects utilizing resource management and communication skills.
• Partners with the IT department to identify application enhancements, support requirements documentation and end user testing of new application features.
• Performs other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in related field required.
• Five or more years of experience in a related field.
• Five or more years of leadership experience.
• Demonstrable knowledge of contact center metrics, best practices and understanding of contact center workflow.
• Experience using data and analytics to improve the customer experience.
• Vendor management experience.
• Strong customer service skills with knowledge of customer service software and databases.
• Strong analytical and communication skills.
• Proficiency in MS Office, CRM, and CMS.

TO BE CONSIDERED

Interested candidates must submit their resume as soon as possible.

The National Council of State Boards of Nursing (NCSBN) is an equal employment opportunity employer. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.

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