SD Customer Experience Manager

General Purpose: The SD Customer Experience Manager is a customer support professional who handles complex, urgent, or high-profile customer issues that require special attention and resolution, acting as a bridge for our customers to ensure timely and effective solutions are delivered. This position will lead the Customer Experience team by leveraging your critical thinking skills, organizational prowess, and vast experience handling escalated issues. The manager will require effective guidelines and provide strategic direction, ensuring a smooth resolution process improving our customer experience. The role is responsible for evaluating, implementing, and supporting our customers, partners, and AireSpring Channel Managers.    Reports to: Director of Service Delivery Direct Reports: 1 Supervisors, 1 CX Specialist, and 1 Data Analyst.Essential Duties and Responsibilities: Problem Resolution: Identify, prioritize, and resolve escalated customer issues that cannot be handled by a Customer Experience Specialist or Supervisor.Communication: Act as the primary point of contact during critical customer situations and escalations, managing communications with customers, internal teams, and potentially executive stakeholders.Root Cause Analysis: Analyze the root causes and trends of escalations to identify systemic issues and implement preventative measures or improvements.Process Improvement: Provide feedback and recommendations to improve overall customer support processes, enhancing customer satisfaction and retention.Coordination: Coordinate with various departments to ensure timely and effective solutions, potentially involving multiple teams and stakeholders.Documentation: Maintain detailed records of escalations, including resolutions, communication logs, and trends.Reporting: Prepare reports and dashboards to track escalation trends, identify areas for improvement, and measure the effectiveness of escalation management processes.Subject matter expert for customer and internal SLA’s, operational processes, and ongoing plans to support accurate expectation settings with customers and cross functional teams.This individual must be able to have a strong understanding of the AireSpring product set and services to assist the customer in decision making and strategy for deployment.Regular interaction with the different teams within Service Delivery and AireSpring as well as the customer’s technical teams will be required to assist customers with questions/issues should they arise. This role will rely heavily on an individual’s ability to independently manage difficult scenarios in a professional manner. Multi-tasking, quick decision making, and strong customer centric mindset are essential to success in this position. This individual will need to be familiar with the multiple Airespring department escalation paths and be able to utilize them for assistance to ensure the customer experience remains positive.  SD Customer Experience Project Manager Responsibilities:Computer literate, including word-processing, database, and spreadsheet programs.Excellent customer service skills and a customer-centric approach.Strong written and verbal communication skills as well as presentation skills, including the ability to communicate technical information clearly to both technical and non-technical audiences.Exceptional analytical and problem-solving skills, with the ability to quickly identify and resolve complex issues.Strong interpersonal skills, including the ability to build rapport with customers and internal stakeholders. A good understanding of the company's products or services, and the ability to understand and communicate technical issues.Must have 3-5 years Telecom Project Management experience - PMP a plus Demonstrated success in building project timelines and meeting customer and company deadlines. Demonstrated ability to facilitate team meetings as well as monitor, track and communicate to resolve issues and conflicts with regards to deliverables. Proven ability to work effectively both independently and as part of a team and lead by example. Exceptional organizational skills, detail oriented, and comfortable working with diverse customers. Considerable (minimum 5 years) expertise in creating specialized process improvement initiatives. Demonstrated ability to lead team members to expand their capabilities as well as document processes and procedures.This role will lead the SD Customer Experience team who will manage the escalation desk and all SD analytics to include but not limited to: Complete the following reports:Multiple SD DashboardsYellow/Red ReportCNRMigration Orders, No DiscoPM Aging and Weekly Projections ReportEscalations ReportOrders to CloseMonth/Year End ReportMonthly Projections ReportManage the SD Escalation email boxManage all escalationsWork with ITDev on automating reportsIdentify trends and issues from reports to identify process improvements Peripheral Duties: Other Duties as Assigned.