Customer Experience Manager with Hospitality Background

Step into a dynamic workday at 3 Men Movers, a company seeking individuals with customer service and business consulting skills to enhance customer experience and loyalty. Join to create mutually beneficial environments for all parties involved.

The Austin Customer Experience Manager, guided by the Director of Customer Experience, will partner with a team of Independent Contractors. This role focuses on achieving logistics and operational goals while simultaneously growing market sales. Key responsibilities include promoting safety, enhancing customer experience, managing performance, and growing Contractor engagement.

Principal Responsibilities

Safety & Compliance

• Provide leadership for safety goals.
• Identify and rectify unsafe conditions quickly.
• Collaborate with contractors to ensure equipment safety.
• Supervise safety programs to minimize accidents and injuries.
• Encourage contractor participation for a safety culture.
• Conduct monthly inspections to identify and remedy hazards.

Performance Management

• Oversee performance management of employees and contractors per policies.
• Monitor behaviors affecting the Net Promoter Score and resolve issues.
• Conduct site visits to ensure compliance with company processes.
• Perform truck inspections for DOT and company regulation adherence.
• Manage onboarding, evaluations, and offboarding of contractors and backup drivers.
• Order and maintain records for hardware issued to drivers (tablets, phones, GPS).
• Address operational issues and interdepartmental concerns.

Customer Experience

• Deliver service that meets or exceeds customer expectations.
• Resolve service requests, schedule changes, and logistical challenges with timely communication.
• Interact with customers to address and resolve issues, improving the customer experience.
• Promote customer satisfaction and loyalty by representing the company positively.
• Ensure compliance of independent contractors with company standards.
• Conduct field and truck inspections, retraining employees as needed.
• Maintain proper procedures and accountability in the dispatch process.

Efficiency

• Monitor productivity goals and ensure adherence to operational standards.
• Supervise execution of operational plans to meet division budget goals.
• Support and execute service delivery while ensuring compliance with company standards and regulations.

Independent Contractor Engagement

• Promote a collaborative and communicative team environment for employees and contractors.
• Develop talent by understanding career aspirations and providing coaching.
• Perform additional assigned job-related duties.

Qualifications

• Process-oriented and results-driven, focused on organizational success.
• Strong problem-solving, analytical, and decision-making skills.
• Collaborative and effective in team environments.
• Creative thinker, challenges conventional solutions.
• Upholds ethical behavior.
• Strong leadership and talent evaluation skills for high-performance teams.
• Customer Driven in every interaction.
• Comfortable going out and driving sales back to the Market.
• Skilled in multitasking and managing competing priorities.

Schedule

This is a full-time, salaried position requiring attendance one Saturday each month. Daily huddle meetings are mandatory at 7:45 a.m., unless they coincide with your scheduled day off or shift start time. Please note that this role is not available for remote work.

Compensation

The salary ranges from $60,000 to $65,000, with the opportunity for a Christmas bonus and annual profit sharing.