L.L.Bean is currently recruiting for an Assistant Manager, Customer Satisfaction Performance Support based in Portland, ME. The successful candidate will be responsible for driving rep performance against L.L.Bean’s Customer Satisfaction quality standards. The position includes oversight of a team of three Performance Support Analysts, who will develop actionable insights around rep performance leveraging an omni-channel voice of the customer platform, as well as a Business Insights Analyst. In this strategic leadership role, the Assistant Manager will be accountable for identifying and influencing desired performance outcomes, managing strategic and technical elements of the performance program and driving innovative opportunities for improvement. The Assistant Manager will also be responsible for business reporting and analytics leading to the identification and communication of CS business trends and insights (e.g. AHT and contact driver analyses) as well as management of the department’s voice of the employee program.
Health and Safety Requirement: Every employee is responsible for contributing to a safe and healthy workplace. Employees are expected to be active participants in health and safety by following all safety policies and procedures reporting unsafe conditions or at-risk behaviors to leadership and conducting work in a safe manner. Those in a leadership role are also expected to model safe behaviors evaluate risk and ensure that risks are reduced to acceptable levels.
• Project and process management experience
• Ability to manage multiple projects with tight deadlines effectively
• Intermediate knowledge in using analytic tools
• Experience in packaging and delivering insights to influence change
• Strong written and verbal communication skills
• Proficient in all Microsoft Office + O365 systems
• Experience with program/project management acting as the main business owner
• Proven vendor management experience
Education Level: Bachelor's degree required
Experience Level: 5 to 7 years in performance reporting and/or process improvements
Much has changed since our start in 1912, but the important things remain the same. The values that the company's founder, L.L. Bean (Leon Leonwood Bean) was raised to believe in were simple and deeply ingrained. Nature is something to be revered. Family ties are a priority. Being neighborly is a matter of course. And "do unto others" is not just a saying but a way of life.
Over the past few years L.L.Bean has received numerous accolades including being named #1 in 2017 on Forbes Best Employers List for America’s Best Mid-Size Employers, thanks to the corporate culture and unique benefits we offer our employees:
Benefit eligibility varies according to employment status, level and location. For more details please visit our website at www.llbeancareers.com and refer to the benefits section.
We recognize the importance of diversity in creating a better world and a stronger organization. L.L.Bean is an equal opportunity employer
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