Manager, Listening Systems

Company Name:
Salary period: Annual
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Job Summary
Robert Half is seeking a Manager, Listening Systems who will partner with the Sr. Manager, Customer Loyalty to define high -level goals and objectives for creating a world class Customer Experience Program supporting Robert Half internal and external stakeholders.
The Manager will partner closely with the Sr. Manager, Customer Loyalty and key enterprise stakeholders to map customer journeys, implement listening systems at key customer touchpoints (Moments of Truth), continuously monitor customer feedback, work to resolve escalated customer service issues and identify opportunities to improve operational efficiencies and enhance the overall customer experience. Additionally the team will educate our internal and external partners on customer experience industry standards, processes and best practices.
Specific responsibilities include:
â ¢ Convey clear expectations delegating assignments to listening system analysts.
â ¢ Monitor progress of others and redirect efforts when goals change or are not met. Hold people accountable for achieving their goals.
â ¢ Lead team to identify opportunities to increase efficiency, or educate business partners, and others on listening system/program uses.
â ¢ Supervise listening system team to include motivating, recognizing and rewarding, coaching, counseling, training and problem solving of issues related to listening systems.
â ¢ Develop listening system team's professional, developmental and personal skills to ensure the department's mission, vision and goals are being met.
â ¢ Act as the business lead for the planning and deployment of new listening system implementations, and enhancements to existing listening systems.
â ¢ Project manage the end-to-end lifecycle to implement listening system solution(s) and institute case management/workflow and reporting capabilities, including requirements, solution evaluation, vendor and vendor-partner management, design, training, deployment, post-deployment assessment, and automated dashboard and reporting.
â ¢ Lead the development of the project plan, milestones, & timelines. Review milestones and deliverables to ensure targeted project efforts remain on schedule. Assess risk, dependencies and mitigation strategies.
â ¢ Assess business resource needs and identify individuals to support the work as required for timeline adherence or specialized expertise.
â ¢ Determine ongoing responsibility for interpretation & analysis of the data. Guide utilization of the data for business intelligence to inform process and technology enhancement opportunities.
â ¢ Provide program status updates to stakeholders and executive sponsor.
â ¢ Be SME on CX Listening System capabilities. Partner with the business users and guide them towards solution alternatives that best meet the short and long term needs of the business.
â ¢ Lead the review of technology options and new partnerships and represent the business users recommendations based on their needs and requirements.
â ¢ Responsible for identifying and documenting business user requirements. Requirements done in two phases: 1) For the application, and 2) For reporting and dashboards.
â ¢ Facilitate cross-functional requirements gathering meetings, to drive new requirements. Also conducts interviews with designated groups of listening system users to understand and address needs, define problems as well as the appropriate solution requirements to solve them. Develop specifications (including but not limited to business process flows, online screen layouts and report layouts), analyze and document business processes, validate test procedures and translate the business customer's needs into functional requirement specifications.
â ¢ Perform business-to-systems analysis and problem-solving analysis of complex issues. Work at a high technical level for most phases of systems analysis.
â ¢ Consider impact to current and future Listening System environments and processes, assess upstream & downstream effect of changes or upgrades.
â ¢ Partner with vendor-relationship manager to sign off on final business requirements and lead the technical data capture and workflow specifications requirements sessions.
â ¢ Partner closely with, and guide the work activities of IT -side administrator.
â ¢ Lead knowledge capture regarding tool administration to speed learning curve through available vendor and independent information on the selected application.
â ¢ BA/BS degree or equivalent experience required.
â ¢ NPS certified preferred.
â ¢ 5+ years' of corporate work environment experience required.
â ¢ 2+ years' VoC system administration and supervisory experience.
â ¢ Previous program management experience preferred.
â ¢ Proven experience presenting to executive level management.
â ¢ Experience managing third party vendor relationships required.
â ¢ Previous experience with CX required.
â ¢ Proficient in MS Office Suite.
â ¢ Ability to learn new systems and applications quickly.
â ¢ Excellent oral/written communication skills.
â ¢ Strong interpersonal skills that will enable this position to work well with key stake holder. Team organization skills.
â ¢ Demonstrated project and program management skills.
â ¢ Ability to design business solutions for new processes and new business practices.
â ¢ Ability to create thorough and complex documentation.
â ¢ Excellent understanding of customer service and/or technical support service.
â ¢ Ability to facilitate, conduct meetings, gather information and present status.
â ¢ Ability to communicate complex technical information to less-technical users.
â ¢ Ability to communicate in-depth business processes to technical resources.
â ¢ Ability to provide guidance, mentoring, and day-to-day support to lower level personnel.
â ¢ Ability to conduct training.
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Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Vet
As part of Robert Half's corporate facility employment process, any offer of employment is contingent upon successful completion of a background check.
You may apply for this position online, mail or in person. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact for assistance.
â ¢ By mail: Please mail your cover letter and resume to:
â ¢ Corporate Staffing
Robert Half
2613 Camino Ramon
San Ramon, CA 94583-9128
â ¢ In person: Please visit us at the above address and request an application. Inquiries are welcome Monday - Friday, 8 - 11a.m. and 1 - 5 p.m.

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