Customer Experience Manager

At JEVS Human Services, we believe in giving people possibilities-opportunities to be self-sufficient and satisfied. Each year we touch nearly 16,000 lives, focusing on individuals with physical, developmental, and emotional challenges as well as those facing adverse socio-economic conditions including unemployment and underemployment.

We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer inquiries, and identifying ways to improve our customer services. The Manager of Customer Experience manages the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience.

This role, located in our Suburban Station, Center City Philadelphia, office is full time, 35 hours per week. This role will be onsite. General Responsibilities:

Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback. Tracking customer experiences across online and offline channels, devices, and touchpoints. Maintain a team-wide focus on outfitting every customer so that they can have the best possible experience during and after the visit Aligning customer experience strategies with outreach initiatives, as well as finding creative ways of informing customers about new program offerings.

Identifying customer needs and taking proactive steps to maintain positive experiences across typical and non-typical career seekers. Analyzing customer feedback on programs and new initiatives, as well as preparing reports. Education & Professional Experience A bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred with at least 5 years' experience as a customer experience specialist, or a similar customer support role. 1 - 3 years of supervisory experience is required.

What's in it for you: 401(k), with company match Tuition assistance: Available to all employees with at least one year of service, for those enrolled in job-related, accredited, degree or certificate level courses Health, Dental, and Vision coverage Ample paid vacation and sick time 10-12 paid holidays per year Pre-tax commuter benefits Continuing education, professional development opportunities, retreats, and training Annual holiday party and office outings Wellness workshops and activities and access to the Employee Assistance Program Dress-down Fridays Employee referral bonus Reimbursement of eligible mileage and travel expenses The base pay for this position ranges from $63,000 to $79,000 and will vary based on factors such as skills and experience. Base pay is one part of the Total Compensation that JEVS Human Services provides to recognize employees for their work.

JEVS provides competitive Benefits; we believe that benefits should support you at work and at home. Please visit the benefits page of our careers site for more details. At JEVS, we are committed to ensuring all our employees feel included, valued, appreciated and free to be who they are at work.

We cultivate a culture where differences are valued, and we are putting resources and attention towards improving employee engagement, retention, and promotion of our talented staff. Diversity, inclusion, and equity are core principles that guide how we cultivate leaders, build our teams, and create an environment that is the right fit for JEVS Human Services' employees, our community partners, and the individuals we serve. For more information about what it's like to be a part of the JEVS team, visit our careers page at https://www.jevshumanservices.org/careers/ Qualified individuals with disabilities are encouraged to apply; reasonable accommodations will be provided.

Please contact your recruiter if you are in need of an accommodation during the interview process. JEVS Human Services is committed to ensuring equal employment opportunities. The Agency will not engage in or tolerate unlawful discrimination (including any form of unlawful harassment) on account of a person's gender, gender identity, age, race, color, religion, creed, sexual preference or orientation, marital status, national origin, ancestry, citizenship, military status, veteran status, disability, or membership in any other protected group. Qualified individuals with disabilities are encouraged to apply; reasonable accommodations will be provided.