The Association for Talent Development (ATD), is the world’s largest association dedicated to those who develop talent in organizations. These professionals take the knowledge, skills, and abilities of others and help them achieve their full potential. We are currently seeking a Manager for our Customer Care group.
Manage customer experience through new product launches, data analytics, root cause analysis, and call center operations.
Serve as product manager on new product development teams to represent the customer experience and to integrate support in Customer Care.
Review data analytics related to call center performance and customer inquiries and make recommendations to improve customer experience.
Identify issues and their root causes across the organization that negatively impact the customer experience and collaborate with stakeholders to address.
Ensure quality assurance in customer interactions via phone, help tickets, and chat.
Supervise customer care staff.
Bachelor’s degree required. Minimum of three years of related experience in customer experience and call center management. People management and leadership experience important. Strong analytical and problem-solving skills. Excellent written and verbal communication skills.
ATD provides an outstanding compensation and benefits package. Located within blocks of the King Street metro in Old Town, ATD helps with transportation costs (parking is free).
We appreciate all of our applicants, but are unable to return phone calls and emails requesting details on the status of applications or the position. Applicants who bypass the recruitment process are not considered.
ATD is an EOE/M/F/D/V workplace, and encourages all qualified applicants to apply.
We lead the industry. And our industry changes the world. Apply today!
The Association for Talent Development (ATD) is a professional membership organization supporting those who develop the knowledge and skills of employees in organizations around the world. The association was previously known as the American Society for Training & Development (ASTD).