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Sr. Global Customer Experience Coach LinkedIn - Mountain View, CA, United States

Responsibilities
  1. Identify and facilitate one-on-one performance coaching based on patterns and trends from internal quality analysis and CSAT data or other data/observations
  2. Develop new and/or scale existing holistic customer experience programs and processes
  3. Build and maintain trusted partnerships with customer-facing staff and the management team across multiple departments and separate functional areas   
  4. Attend and actively participate in monthly quality calibration sessions
  5. Drive the creation and maintenance of process documentation for guidelines and policies that support consistency in the customer experience  
  6. Participate in the design, maintenance and facilitation of high quality technical and nontechnical training for new and existing staff; customer and non-customer facing
  7. Support the hands-on completion of internal quality evaluations for dedicated or multiple product and service vertical(s)
  8. Create and present monthly and quarterly reports to key stakeholders
  9. Maintain strong working knowledge of LinkedIn’s products and features



Requirements
1.       Fluent in written and conversational English; bilingual or multilingual a strong plus
2.       Excellent academic qualifications; Bachelor’s Degree preferred or equivalent experience considered
3.       A minimum of four years experience in one or more of the following areas or combination thereof: Training, Customer Quality Assurance, Consulting, Human Resources, Customer Experience/Satisfaction, Program or Project Management, Customer Service, Operations Support or Content Development
4.       Demonstrated working knowledge of social media, organizational development, statistical analysis and product strategy
5.       Strong knowledge of adult learning theories with proven ability and skills to style-flex as needed based on a variety of situations, individuals and audiences
6.       Travel may be required up to 10%

Additional Information

Posted:
August 30, 2012
Type:
Full-time
Experience:
Not Applicable
Functions:
Customer Service 
Industries:
Internet 
Job ID:
3656614