L.L.Bean, Inc

  • Assistant Manager, Customer Satisfaction Performance Support

    Job ID
    13738-2018
    State
    Maine
    Shift
    First
    City
    Portland
  • Overview

    • Leon Leonwood Bean (L.L. Bean) founded his business on a passion for the outdoors, a profound belief in honesty, and an unwavering commitment to quality and customer satisfaction. Those core values, coupled with a genuine excitement for the work we do, are why L.L.Bean has been a trusted source for quality apparel, reliable outdoor equipment and expert advice for over 100 years!

     

    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.

     

    Responsibilities

    • Develop and manage Customer Satisfaction Voice of Customer program strategy and roadmap in partnership with the Customer Insights team using an omni-channel VoC platform. 
    • Build out a comprehensive performance measurement and quality assurance program to provide a holistic voice of customer assessment to drive customer service rep performance. 
    • Partner with corporate Customer Insights team to align on CX strategy and operations. 
    • Act as subject matter expert and enterprise resource in analyzing, synthesizing and communicating customer experience analytics and insights throughout the CS organization, leveraging the data internally to drive optimal business results. 
    • Facilitate quantitative and qualitative customer survey programs for Customer Satisfaction. 
    • Champion the customer-centric approach by partnering with functional leaders and providing necessary data and insights to measure performance consistently. 
    • Collaborate with CS team leaders to ensure performance support program effectiveness. 
    • Ensure successful partnerships between analysts and operational partners. 
    • Understand and develop the impact of insights on other CS support functions such as learning, communications and process improvement. 
    • Drive continuous improvement in CS business analytics, developing and communicating trends and insights, based on multiple data sources, including voice of employee feedback. 
    • Oversee voice of the employee program, including data collection, analysis, and development and tracking of roadmap of improvements. 
    • Create compelling business cases and recommendations that drive action and support business decisions through the effective use of data, customer insights and analyses. 
    • Develop presentations for leadership exploring business and operational problems and recommending solutions. 
    • Manage relationships with vendors and provide support and training to team members in building or utilizing vendor and internal technology. 
    • Maintain an awareness of competitive information and key industry trends to provide context for business and rep performance analysis. 
    • Demonstrate commitment and passion for service excellence. 
    • Coach and develop team of Performance Support Analysts and Business Insights Analyst. 

    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.

    Qualifications

    • 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:

    • An excellent total compensation package
    • Enhanced 401(k) retirement package
    • Health care, including domestic partner and family coverage, across medical, dental, and vision
    • Flexible spending accounts for health and dependent care
    • Life insurance, including domestic partner and dependent coverage
    • Outdoor experience days in addition to Paid Time Off (vacation, holiday and personal time)
    • Discounts on L.L.Bean merchandise and Outdoor Discovery School adventures
    • Employee Store
    • Equipment loan program from the Employee Use Room
    • Tuition reimbursement
    • Access to L.L.Bean cabins and tent sites at Rangeley Lake for personal use

    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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