客户体验负责人，协会服务与客户服务 - 国家办公室
Lead CX, Association Services & Customer Support - National Office
职位概述
协会服务与客户支持主管 - 网络体验负责企业客户体验的运营管理。该职位协助指导多个入口队列和全渠道支持渠道（包括电话、电子邮件、工单管理及数字支持平台）的日常服务交付。与经理和总监紧密合作，主管将服务标准转化为一致的团队实践，监控绩效趋势，推动流程改进，并可能监督或为客户提供支持人员提供日常指导、辅导和最佳实践。该职位是加强网络体验服务一致性、问责制、客户体验成果以及数据驱动决策的关键运营合作伙伴。
网络体验团队通过与当地YMCAs的深入合作，在整个YMCA网络中培养服务文化。该团队开发并激活及时、相关的资源；为YMCA领导者设计并交付高质量的体验；促进创新以确保持续的相关性；并推动全国定位，增强YMCA在行业内的可信度。基于客户体验思维，由领先实践和Y-USA服务交付系统驱动，该团队将战略与执行联系起来，服务于当地YMCAs。通过这项工作，网络体验团队推动组织卓越，并支持YMCAs的核心使命——创造成就、关系和归属感的体验，建设更强大、更紧密的社区。
职责
- 为网络体验范围内的客户体验和服务交付职能提供高级协调和运营监督，确保符合Y-USA标准、组织优先事项和以客户为中心的最佳实践。
- 领导多个队列中的日常入口、分类、路由和升级流程，帮助优先处理工作量，解决障碍，并确保查询得到准确、一致地处理，并符合预期的服务标准。
- 通过强化服务期望、促进及时跟进并识别改善客户旅程的机会，推动电话、电子邮件、Salesforce工单、TalkDesk互动、Teams及其他数字渠道的全渠道支持一致性。负责呼叫中心软件的日常维护，包括IVR设置、仪表盘报告、
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Overview
The Lead, Association Services & Customer Support – Network Experience provides operational leadership for enterprise customer experience. This role helps guide day-to-day service delivery across multiple intake queues and omni-channel support channels, including phone, email, case management, and digital support platforms. Working closely with the Manager and Director, the Lead translates service standards into consistent team practices, monitors performance trends, advances process improvements, and may supervise or provide day-to-day direction, coaching and best practices to customer support staff. This position serves as a key operational partner in strengthening service consistency, accountability, customer experience outcomes, and data-informed decision-making across Network Experience.
The Network Experience Team fosters a culture of service across the YMCA network by operating in deep partnership with local Ys. The team develops and activates timely, relevant resources; designs and delivers high‑quality experiences for YMCA leaders; facilitates innovation to ensure continued relevance; and drives national positioning that strengthens the YMCA’s credibility within the industry. Grounded in a customer‑experience mindset and powered by leading practices and the Y‑USA service delivery system, the team connects strategy to execution in service of local Ys. Through this work, the Network Experience Team advances organizational excellence and supports the Y’s core purpose—creating experiences of achievement, relationship, and belonging that build stronger, more connected communities.
Responsibilities
- Provide lead-level coordination and operational oversight for customer experience and service delivery functions across Network Experience, ensuring alignment with Y-USA standards, organizational priorities, and customer-centered leading practices.
- Lead day-to-day intake, triage, routing, and escalation processes across multiple queues, helping prioritize workload, resolve barriers, and ensure inquiries are handled accurately, consistently, and within expected service standards.
- Champion consistent omni-channel support across phone, email, Salesforce cases, TalkDesk interactions, Teams, and other digital channels by reinforcing service expectations, promoting timely follow-through, and identifying opportunities to improve customer journey. Responsible for day to day upkeep of Call Center software including IVR settings, dashboard reporting, and metrics.
- May supervise, coach, train, or provide day-to-day leadership to Customer Experience staff, fostering accountability, consistency, skill development, and confidence in service protocols, systems, escalation pathways, and YMCA values-based support.
- Analyze and communicate customer experience performance metrics, including ticket volume, response and resolution times, escalation trends, call handling, customer satisfaction, and Net Promoter Score, using insights to inform priorities, recommend improvements, and strengthen service quality.
- Use and support multiple enterprise systems and tools, including Salesforce, TalkDesk, Link, Y Learning Hub, Outlook, Teams, SharePoint, Excel, Word, PowerPoint, OneDrive, and common file formats to process inquiries, complete tasks, and support operational reporting.
- Serve as a lead resource for frontline support and operational execution, helping connect day-to-day service activity with broader Network Experience goals, team priorities, and continuous improvement efforts.
- Role is remote, based out of Central time zone with working hours typically 8amCT – 430pm CT; some travel may be required (no more than 10%).
Qualifications
A successful candidate will possess a majority of the following professional and personal attributes and competencies:
- Bachelor’s degree required in a relevant field such as Business, or related disciplines required.
- 2-4 years of experience required
- Intermediate functional skills
- Some industry knowledge and experience
- Routine and advanced functional tasks
- Decision making authority within a defined scope
- Internal and external communication
- Moderate team influence
- Some supervision is required for tasks, leads self
Benefits
We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere within the continental U.S. workplace.
Posted Salary Range
USD $83,000.00 - USD $100,000.00 /Yr.Originally posted on Himalayas