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Manager, Voice of the Customer (VOC)

Location:

Lowell - Massachusetts - USA

Function:

Marketing

Ref #:

2019001148
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Description

Kronos is well into its transition to a B2B SaaS company. Delivering great customer experiences and mobilizing our customer fans are crucial to the company’s success. The Customer Insights & Advocacy team within Kronos Marketing is on a mission: foster growth and retention by listening to customers, discovering and sharing actionable insights, and championing customer-centric initiatives, while attracting and investing in customer advocates to amplify their stories.

The Manager, Customer Insights & Operations has people management responsibility, with three direct reports. This role requires experience running a voice of the customer (VoC) program, proven project / program management expertise, technology and data aptitude, and a natural tendency to roll up your sleeves to help your team succeed. The role reports to the Director of Customer Insights & Advocacy and is located at Kronos headquarters in Lowell, Massachusetts.

Responsibilities:
• Oversee Customer Insights & Operations team, within the Customer Insights & Advocacy group that is responsible for 1) analyzing customer feedback and conveying actionable insights to stakeholders, and 2) providing the data and technology infrastructure needed to operate and evolve the VoC and customer advocacy programs
• Develop team goals and plans aligned with corporate strategy, marketing strategy, and existing multi-year VoC roadmap
• Manage portfolio of interconnected, technology- and data-oriented VoC and customer advocacy projects to fulfill multi-year strategic roadmap
• Serve as a project manager, optimizing resources to ensure projects are completed on time and collaborate with Kronos IT and stakeholders to execute projects with minimal interruption to operations and delivery of meaningful customer insights
• Work hands-on with technology and data as needed and pitch in as needed to help the team prepare data for reporting and analysis; build out a customer analytics infrastructure; implement new technologies; administer SaaS and desktop solutions; partner with Kronos IT to integrate with enterprise systems; and manage vendor relationships and contracts
• Lead team to streamline and automate processes and systems

Qualifications

• 5+ yrs of experience running a VoC program that has improved customer experience
• Exceptional detail orientation and program management and project management skills with a Project management Professional (PMP) or Program Management Professional (PgMP) certification strongly desired
• Minimum of three years of experience managing people at varying stages in their careers
• Strong technical skills that includes familiarity with databases, reporting, and analytics and a comfort with customer experience measurement systems
• Experience measuring and improving Net Promoter Score and customer satisfaction scores required
• Hands-on experience with solutions and technologies a huge plus: NICE/Satmetrix, Qualtrics, RO Customer Reference Solution, Influitive, Microsoft Access, Alteryx, Microsoft Power BI, text analytics technology
• B2B technology industry experience preferred
• Bachelor’s degree or commensurate experience required; MBA a bonus

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.