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2018-12-09T19:18:27-05:00 X, The Moonshot Factory
Customer Experience (CX) Lead, Wing

Product & Customer Support

Canberra, ACT

About Wing: Wing is reshaping the future of delivery. We are an on-demand drone delivery service that can deliver food, medicine or other items within minutes. We’ve also developed an unmanned traffic management platform--a kind of air traffic control for unmanned aircraft--to safely route drones through the sky. Our service is faster, safer and produces far less pollution than traditional delivery. Originally created in 2012 within X, the Moonshot Factory, Wing is now an Alphabet company.

About the Role: Wing is looking for a bright, kind and goal-oriented Client Experience (CX) Manager to join our team in Canberra, Australia. Reporting to the Head of AU Operations, you will help lead the team, defining goals and objectives, evaluating team performance, and defining new processes and policies with the goal of delivering a seamless and delightful experience for all our clients.

What you’ll do:

  • Create the end to end customer experience map: Map the customer experience journey, identify gaps, and assign fixes to appropriate teams and implement NPS (Net Promoter Score) program, monthly reporting on NPS detractor and promoter themes.
  • Build a best-in-class and scalable Customer Service Team: Hire and onboard new team members that embody our service values and to meet our business goals. Coach, train, develop and inspire a team of client experience associates and team leads to be their best selves to achieve broader company goals and deliver outstanding service in every single client interaction.
  • Lead with Data: Use data to drive improvement in key business metrics including client response time, client satisfaction, agent productivity, and overall contact rate. Manage employee staffing costs and expenditures; track against budget and financial objectives, analyze variances and initiate corrective action where necessary.
  • Optimize and Improve: Find opportunities to improve products and processes and drive overall agent efficiency; make recommendations to and partner with our operations and engineering teams and other cross-functional partners.
  • Leadership: Create an exceptional, personalized client experience by delivering prompt, friendly, and professional support via multiple channels and serve as a role model of our culture of client love, setting the example for all to follow.

 What you'll need:

  • Bachelor’s degree.
  • Min 3 years experience leading multi-channel customer support teams, supervising a team of leads/managers who support teams of individual agents in a top customer support environment.
  • Experience managing and leading teams with a player coach mentality and demonstrate your ability to think strategically and act tactically.
  • Have strong planning, organizational and time management skills and can manage changing priorities, handle multiple projects, meet deadlines and adapt to a changing business environment.

Bonus:

  • Highly analytical with a strong track record of aggressively managing metrics and delivering creative and innovative solutions to business challenges leading with data.
  • 7+ years of customer support experience with large cross functional teams, combined with very clear experience as an operator who delivers daily results directly with a team.
  • Have a high attention to detail & quality
  • Thrive and have experience in a “roll-up your sleeves and make-things-happen” environment.
  • Ability to work independently and as a collaborative partner - build strong relationships and navigate through cross-functional discussions to successful outcomes and effectively communicate with all levels of management.
  • Are passionate about delighting our customers and delivering a client experience that wows.

At X, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you have a disability or special need that requires accommodation, please contact us at: x-accommodation-request@x.team.


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