Customer Experience Quality Manager

Theatro continues to grow and is looking for a qualified candidate to join our Customer Operations Team as a Customer Service Quality Manager.

The Customer Service Quality Manager develops a deep understanding of the quality of our service at each of our customers through data analysis and store visits, then creates programs to address these learnings and improve our customers’ experience.

This position is located in Richardson, TX, a suburb of Dallas.

IN THIS ROLE, YOU WILL:

    • Analyze/discover key customer experience and utilization trends.
    • Lead and manage the evolution of our customer feedback program.
    • Work closely with our field and customer support team to analyze the “voice of the customer”, understand why customers are satisfied/dissatisfied with our service, develop insights into customer needs and expectations, and communicate / institutionalize these insights across Theatro.
      • Create, implement, and measure results of a customer satisfaction / experience program.
    • Develop innovative KPIs related to customer experience and share these findings to relevant stakeholders.

WE ARE EXCITED ABOUT YOU BECAUSE

    • Enjoy collaborating with multi-disciplinary teams to develop data-informed perspectives on customer behaviors, needs, and opportunities.
    • Have the ability to “connect the dots” between data sources, synthesize analyses into learnings, and then develop learnings into process improvements.
    • Are comfortable navigating ambiguous problem statements in pursuit of concrete outcomes.
    • Are able to visualize and summarize data to communicate complex concepts simply.
      • Are comfortable challenging the status quo in pursuit of improvement.
    • Are confident empathizing with store associates and presenting to retail executives.

RESPONSIBILITIES

    • Gather, analyze, and structure data from multiple data sources to identify customers’ experience with Theatro service.
    • Conduct primary research with store associates to understand customer experience and utilization drivers.
    • Cultivate, organize, and share data trends/insights in customer behavior across products and channels.
      • Identify the people, process, and technology capabilities required to deliver desired customer experiences, and then work with Product team to implement.
    • Continually identify opportunities to improve the customers’ experience.

ABOUT US

As the inventors of the world’s first voice-controlled mobile app platform and Intelligent Assistant for retail, hospitality, and distribution, we connect employees to each other and to critical enterprise information, enabling hourly workers to provide incredible customer experiences that drive performance.

Theatro is an equal-opportunity employer.

To apply, send your resume to careers@theatro.com.

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