Customer Experience AMR Manager, Jaybird

Logitech Park City , UT 84060

Posted 6 months ago

The Role:

We are looking for a proven, organized and outgoing leader to help build our customer experience team. This team will handle the day to day activities in our Jaybird call centers as well as assist and staff Jaybird events (sales and marketing). This individual will fill an essential role tied to our global customer experience team who define our processes to best provide an amazing experience to our Jaybird Customer.

Reporting directly to the Head of Customer Experience, this will be a new role for Jaybird and you will build our infrastructure and team here in Salt Lake City to handle all AMR customer experience.

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you'll need for success at Jaybird. In this role you will:

  • Determine and build the best tools and infrastructure for Jaybird call center

  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

  • Work with the Global Customer Experience team to determine Jaybird call center KPIs

  • Set a clear mission and deploy strategies focused towards that mission

  • Manage day to day operations of the call center

  • Adhere to and manage the approved budget

  • Maintain an orderly workflow according to priorities

  • Constantly work to improve customer care experience, create engaged customers and facilitate organic growth

  • Take ownership of customers issues and following problems through to resolution

  • Understand and communicate call drivers and forecast contact volume

  • Analyze statistics and compile accurate reports

  • Work closely with Jaybird Brand Team to assist in event planning and execution (product launches and any grassroots events)

  • Work closely with the sales team to assist in event planning for buying shows and retail training events

Our HQ is based in the mountains so occasionally access can be restricted to the Contact Center. You will be provided with the equipment and training required to work from home if needed. All you will need is a quiet and distraction free space.

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

  • Proven working experience as a customer service manager, retail manager, events manager, or assistant manager

  • 5+ years working in a customer experience environment

  • Experience in providing customer service support

  • Excellent knowledge of management methods and techniques

  • Working knowledge of customer service software, databases and tools

  • Awareness of the industry's latest technology trends and applications

  • Ability to think strategically and to lead co-located and remote teams

  • Strong client-facing and communication skills (written, oral, presentation) at all levels of the organization.

  • Excellent interpersonal skills. Responsive to customer and business requests.

  • Advanced troubleshooting and multi-tasking skills

  • Must thrive in a fast-paced environment.

Education:

  • BS degree in Business Administration or related field or equivalent work experience

Jaybird's parent company is Logitech. Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we're small and flexible enough for every person to take initiative and make things happen. But we're big enough in our portfolio, and reach, for those actions to have a global impact. That's a pretty sweet spot to be in and we're always striving to keep it that way.

"All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability."

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.

#LI-JM21


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Logitech