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POSITION SUMMARY:
The Loyalty Customer Service & Operations Manger leads design, creation and execution of an end-to-end quality management and customer feedback management process, built to banking regulatory guidelines, in every channel that impacts our customer for the co brand credit and non-credit loyalty programs. Develops and leads processes to collect, review and resolve all customer feedback and complaints. Leads and manages quality assurance, oversight and governance of loyalty operations enterprise-wide to drive legendary customer experience, operational controls and effectiveness. Drives implementation of new technologies and integration with enterprise-wide initiatives and leverage strategic partnerships to influence business practices. Collaborates in the development of a company wide customer experience program to deliver a world-class service. Oversees technology to collect and analyze data. Ensures identification of business and other regulatory risks, provide a framework for root cause analysis on such complaints; identify when, by whom, to whom and by what means issues will be escalated and allow for trending analysis. Partners with stakeholders in all channels at all levels to ensure a positive loyalty member experience is achieved and complaints are addressed and responded to in a timely manner. Works closely with the Escalation team to assure our customer are served with legendary customer service in handling their complaint. Responsible for leading flawless execution of loyalty operations including promotional set up, date/time management, system functionality, and process/systems validation. Create and implement standard operating procedures and innovation to find efficiency and improvements inside and outside of existing processes.
ESSENTIAL FUNCTIONS:
Develops and leads customer feedback management strategy, including creation of an end-to-end customer feedback management system, built to regulatory guidelines with high compliance and customer experience impact.
Ensures identification of business and other regulatory risks, provide a framework for root cause analysis on such complaints or issues; identify when, by whom, to whom and by what means regulatory and other issues will be escalated and allow for trending analysis.
Partners with stakeholders in all channels at all levels to ensure all customer complaints and operational questions are addressed and responded to in a timely manner.
Analyzes impact of strategy and processes on customer experience and operations at a strategic level in all channels to determine the factors affecting revenue, costs, compliance and customer experience and drives process improvement initiatives.
Is knowledgeable of all business unit systems, functions, procedures, data points and performance metrics and understands relevant company systems, functions, procedures, data points and performance metrics in all channels.
Provides recommendations on process improvements and partners with stakeholders to drive execution.
Ensures execution of controls, policies and procedures to drive optimal customer experience.
Leads selection, implementation and sustainment of technical solutions for collecting, analyzing and managing an end-to-end process designed to cross-functionally manage solicited and unsolicited customer feedback from multiple input sources and channels.
Oversees vendor contracts and partner with internal and external stakeholders to ensure flawless execution of the systems.
Guides and provides direction and motivation to direct reporting structure and cross functional business units.
Provides feedback, coaching, training and support, performance tracking, and accountability for quality and deadlines.
Makes key decisions regarding quality management and customer comments, operations, talent and communication.
Serves as the Project Champion or Sponsor for large-scale projects with strategic impact to multiple business units/channels.
Make decisions on behalf of the business unit/leadership regarding all aspects of the project and manage all aspects of the project including process follow, communication, system and procedure impact, review of training documentation.
Partners with stakeholders to design and integrate data gathering and analysis methodology, quantify implications, drive changes to business practices and resolve customer issues.
Builds and maintains working relationships, communicate effectively and ensure all business areas are informed on quality management and the voice of the customer data and utilize it to drive strategic business decision-making.
EXPERIENCE/QUALIFICATIONS:
Bachelor’s Degree in Business Administration, Management or other applicable discipline
Experience: 4-6 years of related experience
TRAVEL REQUIREMENTS:
PHYSICAL REQUIREMENTS:
Regular computer work, and sitting
Occasional walking, standing, and lifting up to 50lbs
INDEPENDENT JUDGEMENT :
Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!
Medical
Dental
Vision
Health Savings Account
Flexible Spending Account
Voluntary benefits
401k Retirement Savings
Paid holidays
Paid vacation
Paid sick time
Bass Pro Cares Fund
And more!
Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.
Reasonable Accommodations
Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.
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