Manager, YESS Customer Experience

at  YMCA

This position supports the YMCA Enterprise Shared Service (YESS) team.
Job Description
The Manager, Customer Experience is responsible for the leadership of the Customer Experience team and all transactions related to membership and program operational areas, including but not limited to the successful delivery of outstanding member service, accurate and timely completion of membership and program (participants) records and reports, payments including billing and invoices, and timely collection of accounts receivables. Emphasis shall be on maintaining the highest level of member service while working cooperatively with on-site Y staff. The incumbent ensures success by leading and supervising staff to achieve departmental goals while operating within established business operations and procedures.
Above all there is a need for multi-tasking and having a relentless spirit of customer service and able to project the needs of the department when growth occurs.

• Creating and interpreting policies and procedures for Customer Experience and Y Membership departments and staff.
• Develop best practices for Customer Experience and Y Membership staff
• Oversee customer support processes and organize them to enhance customer satisfaction
• Regularly evaluate the efficiency of department procedures according to organizational objectives and apply improvements
• Liaise with superior to make decisions for department activities and set strategic goals
• Plan and monitor the day-to-day running of department to ensure smooth progress
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics
• Create, distribute, and track multiple trainings for Customer Experience and Y membership staff.
• Create standardized forms and processes for Customer Experience
• Work with Customer Experience Managers to ensure the following happens monthly: program set up, development reports, childcare billing and 3rd party payers,
• Assist the Leader Customer Experience in creating reports and up to date training materials.
• Initially support, configure, and manage multiple operations platforms.
• Incorporate the mission and four core values of the YMCA in all communication with participants and co-workers.
• Process inbound tickets from various YMCA’s on a daily basis.
• Handle all other duties, as assigned