Manager, Customer Experience

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Job Responsibilities: The primary functions of the role are to oversee the Correspondence, Commercial and Lockbox departments and drive accomplishment of performance metrics for those departments. Correspondence does intake and processing of service requests within metrics guidelines - Review and validate Test Results for New System Functions - Create Validation Reports for Release of New System Functionality and Correction of existing functionality - Perform and facilitate post release ticket validation for new and existing functionality - Identify and request JIRA ticket creation for system defects - Open Job Requisitions to Keep Staffing Levels Current - Write and Circulate Job Postings - Interview Job Candidates - Respond to Unemployment Claims - Submit leave of absences - Review and validate Test Results for New System Functions - Identify and request JIRA ticket creation for system defects - Attend client weekly and bi-weekly client meetings and provide operational updates. - Create Memos for Customer Service Center - Review and insure Feature Implementation Documents support operational requirements - Respond to Client emails and conduct Client demonstrations of system functionality - Ensure Performance Standards are met for the respective departments Job Requirements: - Previous relevant Ops Managment experience. - Relevant technical/ops experience. - JIRA ticket system experience. Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the