Product Manager, Customer Feedback & Operations / NHQ19058 Job in Washington, District Of Columbia US
Product Manager, Customer Feedback Operations / NHQ19058
Position Description: The Product Manager for Customer Feedback and Operations will lead the development of customer service metrics, track DMOQs as relate to customer service metrics and be first line response to customer concerns. The position will also provide the daily operational oversight and support to the systems and tools that create efficient and effective integration of operations among PHSS field divisions and the national headquarters teams. In addition, track and coordinate the response to customer feedback and serve as the first point of contact for internal and external customer requests not within the scope of the Training Support Center. Additionally, this position will manage the Certificate of Merit and other lifesaving recognition programs and work with marketing and communication to develop strategies and tactics to expand publicity of these awards. Tasks and Activities bull; Lead for identifying, developing and implementing tools and activities that create efficiencies and integration of PHSS operations and customer service bull; Manage the PHSS SharePoint Neighborhood as the primary repository for current operational information about PHSS activities and resources including the official contact list for PHSS. bull; Lead the development of customer feedback tools and metrics. Monitor DMOQs and adjust strategies as appropriate to increase customer loyalty, bull; Manage appropriate responses to customer feedback including quick resolution of unsatisfactory service. bull; Manage the Certificate of Merit recognition program including collaboration with marketing and communications to develop and implement a strategy to raise external and internal awareness of save activities.. bull; Support the needs of operational interface projects and activities as requested. Apply