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Mgr, CX Operations

Company:  Exemplis
Department:  Customer Experience (CS)

Cypress, CA, US, 90630

Position Summary:

Do you have a heart for service and a mind for performance excellence? 


At Exemplis, our mission is to provide our customers with what they want, how they want it, when they want it.  The only way we’re able to deliver on this mission every day is through our exceptional team of bright, engaged, and dynamic talent.


The ideal CX Operations Manager leads with the left side of their brain but enjoys tapping into the right side to build relationships, foster team success and create an environment that makes us easy to do business with. The CX Operations Manager will need to demonstrate the ability to be a thought leader, craft strategy and execute on ideas around efficiency and improvement.


In this role, proactive curiosity with process, systems optimization and efficiencies will be vital to success. This person must be able to leverage technology in achieving a best-in-class contact center experience, achieve operational excellence through metrics and team buy-in, optimize business value and oversee day to day operations of our high performing team. The CX Operations Manager will be responsible for ensuring team availability to support all contact center channels such as phone, chat and email as well as operational oversight of the contact center using SalesForce and other tools to achieve excellence across KPI’s such as handle rate, response times, total resolution time, CSAT, CES & NPS. 


The ideal candidate must be comfortable working with both highly technical and non-technical disciplines to ensure that system inputs and requirements are transformed into appropriate outputs and results. They should be able to identify, manage, and mitigate risks, and create repeatable processes that scale and leverage our internal talent to make the customer’s experience effortless.

Responsibilities and Essential Functions:

  • Daily, monthly and quarterly reporting of all measurable KPI’s.
  • Oversee the training of new CX team members
  • Train and support the CX team to create best-in-class user experience through routine quality assurance, achievement of KPIs and overall performance standards.
  • Maintain a keen understanding of training trends, developments and best in class service by attending training, seminars and webinars related to customer experience and technology.
  • Design, implement and manage training modules and development programs for the CX department.
  • Liaise with Sales, Marketing, Order Fulfillment, Production, Scheduling, Shipping/Logistics, Procurement and IT to improve in all areas of customer dissatisfaction.
  • Use data and insights to inform conclusions and support decision-making.
  • Effectively able to communicate and collaborate with a wide variety of team members from the front-line to executives as well as technical partners in IT.

Qualifications, Skills and Education

Required Qualifications

  • 5+ years Customer Service Management B2B
  • 3+ years Management experience with contact center and CRM
  • Bachelor’s Degree or equivalent experience
  • Proficiency in SalesForce, Microsoft Dynamics AX, Outlook & Microsoft Suite


Preferred Qualifications:

  • Experience and/or knowledge of the contract furniture industry
  • Experience working within a manufacturing company
  • Strong business acumen and technical aptitude
  • Customer-centric mentality with a strong sense of urgency
  • Preferred strong analytical and technical expertise; strong problem solving skills

About Us:

Exemplis is the fastest-growing office furniture and e-commerce company in the industry! We’re an entrepreneurial company offering infinite possibilities. Being a one-stop-shop means our customers can have everything they need to create exactly what they want. Our world-class customer service, fastest shipping, biggest textile program, and award-winning designs have made us the industry leader for over 25 years. Our SitOnIt Seating brand was created to give our customers what they want, how they want it, when they want it. Today, we’re constantly reimagining how space, textile, and design can help everyone—from medical offices to Fortune 500 companies to home offices across North America—get more out of their day.

People are at the core of our business, and on our team, everyone makes an impact. We absolutely owe our success to our incredible group of talented employees who bring equal parts skill, passion, drive – and of course, fun -- to the table each and every day. We have created a workplace that is inclusive and diverse -- where everyone can be their authentic self, and where that authenticity is celebrated. By creating an environment where people from every background can thrive, Exemplis becomes a better and more successful company.

We’re proud to be a company that gives back to the very communities that our team members live and work in. Our giving ethos focuses on three buckets of impact: sustainability, community outreach and transparent operations. From donating lobby seating to medical clinics in low-income neighborhoods—to our yearly giving week and toy drive for Toys for Tots – we believe collaboration, kindness and authenticity are essential to our humanity.

Exemplis is an Equal Opportunity Employer, and our company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national or ethnic origin, protected veteran status, disability status, or any other characteristic protected by applicable state or federal civil rights laws that is not related to job requirements.

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

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