Founded in 2012 and recently named one of the nation’s fastest-growing private businesses by Inc. Magazine, RedShelf is a Chicago-based EdTech company helping to make education both more affordable and more effective through the use of digital instructional resources. Partnering with more than 400 publishers and 1,900 campuses nationwide, we provide leading-edge digital course materials and an end-to-end Content Delivery System for effortlessly distributing those materials.  

Job Summary:

The Manager of Customer Experience is responsible for leading a team of part- and full-time Customer Experience professionals to set industry-leading standards for empathetic engagement through all communication channels. The Manager defines goals for this team with an organizational-wide focus — every decision must balance the stakes and stakeholders of each other department at RedShelf. Most importantly, the Manager has a drive for customer advocacy, helping guide company development through the lens of the user.

Duties & Responsibilities: 

• Develop innovative ways to deepen RedShelf’s relationship with every customer — bookstores, publishers, professors and students
• Manage and grow a team of Specialists and Experts by establishing Key Performance Indicators and creating a holistic growth plan for each direct report using the Balanced Scorecard
• Providing structured, timely and data-driven goals + reporting on employee progress and quality of customer interactions 
• Establish service-focused toolkits and workflows for CE team, as well as routinely re-assessing their effectiveness and building new processes in response to team and customer needs
• Utilize data & reporting to identify trending, issues and continuous improvement 
• Develop opportunities and action plans to drive a higher level of customer satisfaction and support through areas such as process, workflow, etc. using data drivers
• Collaborate with other departments to ensure the customer is well represented across the entire organization and identified issues and areas of opportunity are executed upon

Requirements:

• Bachelor's degree and/or 5+ years of experience in a related role
• Proficient in Microsoft Office with a concentration on Excel skills and a CRM software
• Effective written and verbal communication skills
• Comfortable developing and leading projects independently with little to no direction
• Capable of balancing multiple priorities and deadlines while being adaptable to the changing needs of the business 

Other Desirable Skills/Experience:

• Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing is a plus
• Background and/or experience in educational technology and/or publishing
• Comfort and/or experience in a startup environment
• Ideal candidate is self-sufficient and highly motivated, self-directed and possess high energy and a passion for RedShelf

Why RedShelf?

RedShelf prides itself on maintaining an informal but fast-moving, hard-working, entrepreneurial culture. Our team members are smart, innovative, and passionate about improving education through digital technology.

We offer the best of both worlds: the energy and opportunity of a rapidly-growing organization, coupled with the stability of an extensive client base, strong financial backing, and proven track record of success. In addition to a forward-thinking environment with ample opportunity for professional and personal growth, our team members enjoy competitive compensation and benefit packages, including company stock options.

RedShelf is an Equal Opportunity Employer. Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.