Share this Job

Manager Customer Experience Center

Date: Aug 13, 2019

Location: Phoenix, AZ, US, 85008

Company: CEMEX

Job Summary

To ensure the reliable and efficient operation of a world-class Customer Experience Center by providing leadership and strategic direction in the areas of Center Operations, Cement Order Taking and Fulfilment, Training and Recruiting for Customer Experience personnel, Employee Performance Management, and Business Continuity.

Job Responsibilities
  • Ensure the health and safety of all Customer Experience personnel while on-site or when traveling
  • Ensure that all Customer Experience programs are staffed with qualified personnel according to business needs
  • Develop, deploy, and sustain world-class training initiatives for all Customer Experience programs
  • Develop engagement initiatives and facilitate communication with all Customer Experience personnel to drive engagement and achieve related company goals
  • Coach new and developing supervisors and managers in the areas of people management, including performance management, giving feedback, progressive discipline, etc
  • Develop, execute, and sustain performance management process, providing Customer Experience personnel with goals, metrics, coaching/feedback, and development opportunities to maintain a high level of performance on all Customer Experience programs
  • Develop and sustain processes related to employee disciplinary action, working closely with Human Resources to ensure compliance with all relevant company policies
  • Ensure that all expenses related to travel and entertainment are made within established company guidelines
  • Partner with CRM Innovation team to strategically develop sustainable, customer centric, and documented processes for all Customer Experience programs
  • Partner with Operational Excellence to foster an environment conducive to the continuous improvement of key customer facing processes
  • Partner with internal customers from Sales, Logistics, Credit, Operations, and IT to ensure that Customer Experience processes interface efficiently with the rest of the organization
  • Ensure compliance with established processes through standard work review (audits) and monitoring of KPIs to sustain best practices
  • Business Degree in statistics, operations management, business management or equivalent and previous operations management experience, including forecasting, scheduling and real-time operations management
  • Experience in a production or contact center environment
  • Experience supervising, coaching and developing staff
  • Experience in vendor negotiations and relationship management with Logistics in inventory and order fulfillment
Knowledge, Skills, and Abilities
  • Computer Literacy
  • Advanced Excel and power point skills required
  • Excellent Oral & written communication
  • Ability to build consensus and develop cooperative relationships
  • Ability to work independently and as a team
  • Ability to manage, develop and motivate people
  • Ability to recognize issues, present solutions, and implement action plans
  • Ability to manage multiple projects at one time
  • Analytical approach to problem solving; not intimidated about tackling new problems    
  • Ability to work at an appropriate level of detail
  • Deep interest in how business process work and how to interact with top executives
  • Ability to challenge the status quo, drive change and deliver results
Working Conditions
  • Willingness to travel as required
  • Capable to work extended hours as needed.  This role may include support of an aggressive schedule
  • Capable of working in an open concept office environment
Physical Requirements
  • Requires walking, sitting, lifting, pushing, pulling, and climbing to a significant degree
  • Exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently
  • Job involves sitting most of the time, but also involves walking or standing for brief periods of time
  • While performing the duties of this job, the employee is regularly required to talk and hear, in order to communicate to employees/visitors 
Legal Notices

CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.


CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.


CEMEX is an E-Verify participating employer.


Arizona Smoke-Free Act.  CEMEX complies with the State of Arizona’s Smoke-Free Act (Arizona Revised Statutes § 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.

EEO Statement - En Español

CEMEX es una institución EEO/AA (igualdad de oportunidad/acción afirmativa) y no discrimina en base al sexo, edad, raza, color, religión, discapacidad física o mental, credo, origen nacional, estatus veterano, orientación sexual, información genética, identidad de género, o expresión de género en los programas o actividades los cuales opera.

Nearest Major Market: Phoenix

Find similar jobs: