Project Manager-II

Location: Baltimore MD, .
Date Posted: 05-01-2018
Job title: Project Manager-II
Duration: 12 Months
Location: Baltimore MD
Note: Only W2
Customer Experience (CX) Project Manager
This role is critical to the rollout of initiatives designed to deliver a Premier Customer Experience (PCE). The primary areas of focus to deliver this are:
Building customer orientation to foster emotional connection with customers and deliver premier CX, including: Enhancements to new hire orientation and training, new incentives and recognition program to reinforce expectations, front-line employee empowerment through increased autonomy, tools and knowledge, and engagement in ideation.
Preparing leaders to champion CX to help educate and inspire employees.
Collaboration within and across operating companies and functions to improve knowledge sharing and more effectively meet customer expectations.
Examples of initiatives:
Hosting an annual Customer Service awards event to honor and recognize employees who go above and beyond when it comes to providing PCE. 
Identifying stories that highlight employees’ positive interactions with customers to be featured in company communications.
Ensuring that all leaders are knowledgeable about the CX strategy, have stories to share and can act as CX champions.
Developing tailored presentations and updates for each department, sharing results from surveys and Voice of Customer data that is relevant to their work.
Creating program for leaders to listen to customer calls regularly and tracking participation.
Requirements for success:
Strong communication skills – will be working across many departments, operating companies and levels.
Experienced project manager – will be managing several projects simultaneously.
Strong customer service orientation – must always be thinking about how we can improve the service we deliver to our customers.
Creative – needs to ensure that we are engaging in our execution of the initiatives.
Thanks & Regards,
Krishna Vaaka
Global Nest LLC
281 State Route 79, Suite 208
Morganville, NJ 07751
Phone # (732) 333-5933
Fax: 732-333-5946           
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