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Customer Service
Konica Minolta Hiring for Manager, Customer Experience Job at Ramsey, NJ Full Time
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Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™
Position Objective
Konica Minolta is looking for a Digital Content Manager to join our Demand Generation Team. In this role you will lead and deliver digital solutions using customer feedback/requirements to develop the best in class online service and support. You will be responsible for developing the customer portal roadmap and ensuring business and IT alignment. This position will also lead the support team handling customer portal questions and issues.
Essential Job Functions
- Operate with a customer-centric mindset and analyze and prioritize the most important components of customer engagement to improve customer experience.
- Develop an online customer portal roadmap to drive ongoing development and maintenance of the customer portal.
- Optimize relationships with business stakeholders and sponsors to ensure alignment across the organization.
- Lead and serve as project manager for customer portal projects – including conceptualizing new initiatives, planning and implementing website structure with IT team and the development of user interface, content and graphic elements.
- Review user analytics to improve UI/UX, increase engagement and find and address pain points within the platform.
- Responsible for internal/external customer support training, demos and documentation.
- Develop communications strategy for internal/external audience to drive portal adoption and usage.
- Define and communicate procedures and facilitate and support business process change related to managing and maintaining the customer portal.
- Provide quality management to assure accuracy and consistency.
- Ensure the customer portal objectives and success measures are being tracked, achieved and communicated.
- Develop strategies and design reporting/dashboards to inform and drive action to continually improve quality.
- Monitor website usage, create reports for leadership and reorganize content appropriately.
- Manage and develop the customer portal support team including prioritization and resolution of customer portal questions and issue.
Competencies (Knowledge, Skills and Abilities)
- Proven understanding of customer journey, behaviors & expectations.
- Demonstrate proven experience in project delivery and risk management.
- Ability to think and execute at both a strategic and operational level.
- Excellent problem solving and critical thinking ability with strong understanding of Agile methods.
- Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
- Strong skills in conducting and analyzing qualitative and quantitative research and turning the results into actionable recommendations.
- Ability to juggle several tasks simultaneously.
- Excellent customer service, problem-solving, and teamwork skills.
- Ability to work independently and partner with key external units, including senior leaders.
Experience, Educational Reqts and Certifications
- 7+ years’ experience in customer supporting role and digital platform management.
- Bachelor’s Degree in a related field and a minimum of five years of related work experience or an equivalent combination of education and experience.
Konica Minolta Offers:
- Outstanding benefits package (including medical, dental, vision, life insurance)
- 401(k) plan with matching company contribution
- Generous holiday and paid time off schedules
- Ongoing professional development training
- Visible, exciting work supporting sales of cutting edge technology and workflow solutions.
Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes Best-In-State Employers 2021, is transforming the way we all do business.
From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards. At Konica Minolta, you’ll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
