Experience Inc. Jobs

Job Information

FREEMAN Customer Experience Program Manager in Portland, Oregon

About Us

Freeman is the global leader in events. Whether virtual, in-person, or hybrid, we are on a mission to redefine live for a new era. With a data-driven approach and the world's largest network of experts, our insights are shaping exhibitions, exhibits, and events that drive audiences to action. Our integrated full-service solutions leverage a 100-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

The Customer Experience Program Manager develops and maintains ongoing success of comprehensive customer experience programs for the Freeman enterprise. Through root cause analysis and the use of customer insights, this position drives change and continuous improvement within Freeman. This senior role leverages technology, people and process to define and execute customer experience programs that result in measurable improvement and address gaps for customers and employees.

Essential Duties & Responsibilities

  • Performs root cause analysis to determine where improvement is needed in customer’s experience. Makes recommendations to CX leadership for new initiatives and business process changes

  • Owns and manages various CX programs, including but not limited to: customer escalation program, hot alerts and recovery program, customer loyalty, call center trend analysis, and continuous improvement of the customer journey

  • Creates business case, defines objectives, and oversees quality control for various programs. Manages program, attains additional help, and delegates tasks as required. Identifies, assesses and minimizes risks. Ensures that programs meet all stated ROI and other objectives

  • Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; and implementing change

  • Works with department and enterprise level project managers, business analysts, and business process analysts on strategic projects that drive change

  • Meets financial objectives by forecasting requirements; scheduling expenditures for programs; analyzing variances; initiating corrective actions

  • Produces monthly reports as requested including

  • Manages communications to ensure that the internal customer is kept up to date on both the status of their questions/issues and of information pertinent to them

  • Ensures the continuous improvement and enhancement of internal processes and tools

  • Provides training and communication to enhance internal processes and tools

  • Conducts presentations for Freeman executives and external clients

  • Performs other duties as assigned

Education & Experience

  • BS or BA degree or equivalent combination of education required

  • 5+ years experience managing service programs, customer experience initiatives, and/or customer service improvements

  • Experience with customer journey mapping and analysis a plus

  • Experience facilitating meetings and working with leadership and executives on improvement projects and initiatives

  • Project management experience and/or certifications a plus

  • Proven proficient use of PC-based software applications including MS Office and MS Project

  • Exceptional customer service and organizational skills required

  • Strong interpersonal communication and facilitation skills

  • Strong presentation skills

  • Sense of urgency and initiative

  • Ability to prioritize and stay focused with multiple ongoing projects

  • Mindset geared toward innovation and constantly finding new ways of doing in order to better benefit the company and the client

  • Excellent written and verbal communication skills

  • Ability to work independently

Certificates, Licenses, Registrations

Travel Requirements

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

DirectEmployers