Sr. Team Manager Care Experience & Quality

Company: ADT Careers
Location: Boca Raton
Posted on: March 12, 2025

Job Description:

Summary:

The Sr. Team Manager, Care Experience & Quality (CEQ) plays a critical role in supporting the goals, initiatives, and resource tools of ADT's customer care centers. Using OKRs as our guide, the Customer Experience & Quality Manager (CEQ) serves as a change leader, uses data to identify focus areas, discovers root causes, prescribes and executes solutions, measures successes, and reports results. The CEQ is an executor who drives performance outcomes and enhances customer and employee experiences by empowering all to achieve more.

Duties and Responsibilities:

• Act as an ambassador and subject matter expert (SME) for your assigned line of business.
• Work closely with Training, Curriculum Development & Communications team to produce accurate, clear, and meaningful content for your respective line of business.
• Serve as a change leader outlining plans and executing the deployment of new products, processes, and policies.
• Design methods to improve the continuity of information and education across teams.
• Act as a strategic consultant to an assigned group of unit and front-line leaders, analyzing, reporting and educating our teams through the lens of the customer.
• Responsible for supporting front-line leaders across Care, conducting gap analysis, outlining and delivering solutions across multiple lines of business.
• Provide an executive summary of observations, solutions, and outcomes for all initiatives.
• Support ADT's Quality Assurance Program and listen to a statistically valid number of calls for the assigned team to capture the essence of the experience the customer receives.
• Always translate opportunities into action plans; track, assess, and report results.
• Assist with leadership development; create resource tools and gameplans for leader success.
• Develop and present recommendations for process, system, and product enhancements that improve the overall customer experience.
• Actively participate as a member of the customer service operations team building and supporting a holistic support model for all customer service centers.
• Build and maintain solid working relationships to maximize performance. Help facilitate conversations to ensure understanding and agreed upon resolution steps.
• Understand line of business key performance goal; track trends, identify outliers, and outline solutions.
• Report observations, solutions, and result trends weekly and monthly to senior management.
• Other duties as assigned.
  Education/Certification:
  
  
  • College degree preferred.
  • Experience or certification leading projects, identifying opportunities, and creating action plans required
    Experience:
    
    
    • Minimum 3 years' experience managing the efforts of other people or teams.
    • Minimum 3 years' experience with behavioral performance analysis and coaching to deliver a goal.
    • Minimum 2 years working in a call center or high customer engaging environment.
    • Examples of leading a project or driving a process or people to meet a goal.
    • Experience using data to tell a story.
    • Experience using data to determine performance results.
    • Experience partnering with multiple people or teams to deliver key objectives.
      Skills:
      
      
      • Ability to quantify the value of results.
      • Ability to track and trend behaviors and translate findings into meaningful analysis.
      • Ability to understand key objectives and translate into a tactical action plan.
        • i.e., how to deliver top notch customer experience.
        • Ability to communicate effectively and concisely.
        • Ability to write effectively and convey key observations or objectives.
        • Ability to earn trust, influence and persuasive people to follow your lead.
        • Experience with NICE or other call analytics and recording tools preferred.
        • Experience with Windows Based PCs including proficiency with Microsoft Office suite (Outlook, Excel, PowerPoint, and Word).
          Pay and Benefits Disclosure
          
          The salary range for this role is $64,035- $128,069 and is based on experience and qualifications. Certain roles are eligible for annual bonus and may include equity. These are allocated based on company and individual performance. We offer employees access to heathcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increased after your first year. We also offer 6 paid holidays.
          
          Anticipated application close date is on March 14, 2025.
          
          ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.
          
          ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.

Keywords: ADT Careers, Boca Raton , Sr. Team Manager Care Experience & Quality, Executive , Boca Raton, Florida