Job Information
Technical Safety Services Customer Experience Program Manager in DE, United States
Who are we?
The TSS Family of Companies is one of the largest independent laboratory and hospital service providers with locations across the United States. Our customers include leading life sciences and healthcare companies and renowned research institutions. We are a leading provider of environmental monitoring solutions and testing, calibration, and certification services for controlled environments, medical gas systems, and laboratory instrumentation. Our Family of Companies includes Technical Safety Services (TSS), Evergreen Medical Services (EMS), and Cornerstone Commissioning.
We are rapidly growing and looking for additional passionate and talented employees to join our team and partner with our customers who are doing dramatic work focused on improving the human condition.
How will you make an impact?
The Customer Experience Manager for TSS is a new position that will play a pivotal role in driving our organization's success by ensuring exceptional customer satisfaction and loyalty. Your expertise and strategic vision will be instrumental in elevating our customer experience across all touchpoints. By collaborating closely with key stakeholders, you will have a direct impact on enhancing our reputation, fostering long-term customer relationships, and driving sustainable growth.
The ideal candidate will possess a passion for delivering outstanding customer experiences, an unwavering commitment to excellence, and a deep understanding of the unique demands of our industry. This person is a process improvement expert and change leader. You will apply your skills to simplify, standardize, and improve processes to drive customer satisfaction and business performance..
What will you do?
Collaborates with senior division management and multiple other stakeholders across the company to align customer experience strategies with overall business unit objectives
Leads regular customer experience reviews, providing customer insights, guidance for improvement, and structure to track improvements across the company.
Partners with operations to standardize, simplify, and improve process performance
Leads systems deployments (call center, CRM, email mgmt.) to improve the customer experience
Partners with the Training team to develop and deliver customer service training programs for field technicians and other relevant teams, ensuring consistent service delivery across the organization.
Fosters a culture of collaboration and customer-centricity across all departments by promoting a customer-first mindset and facilitating knowledge sharing.
How will you get rewarded?
TSS offers competitive salaries and a wide range of benefits:
Salary range of $100,000 - $140,000 annually
(Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with industry data.)
Eligible to participate in the annual bonus program
Medical, vision and dental insurance
401(k) plan with a company matching contribution
Long-term disability, short-term disability, and life insurance
Competitive Paid Time Off (PTO) and company paid holidays
How will you get here?
Education and Experience
Bachelors in Business, Engineering, Chemistry, Biology, or equivalent
5+ years of experience in customer service management, customer experience, or other relevant experience.
5+ years experience in business process improvement projects
Experience with Service Delivery businesses is preferred
Lean Six Sigma experience is preferred
Knowledge, Skills and Abilities
Demonstrated ability to partner with executive mgmt. to develop strategy and priorities.
Demonstrated ability to lead and coordinate process improvement and IT/Systems projects
Demonstrated change leader and influencer
Excellent problem-solving capabilities with strong systems thinking
Excellent verbal & written communication skills
Demonstrated self-starter who is comfortable working independently
Ability to adapt to changing priorities and work in a fast-paced environment
Ability to travel 10-20%
TSS is a passionate equal opportunity employer and celebrates diversity. Interested in a role but not sure it’s the right fit for you? Call us and let’s talk.
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