Asst Mgr CX Analytics & Development

Pay Range:

$68,106.00 - $112,374.00

Supervisory Organization:

Director Customer Relations & Support

Country:

United States of America

Address:

1401 PACIFIC AVE

City:

DALLAS, TX 75202

FLSA:

Exempt

Professionals:

02 - Professional (EEO-4-United States of America), 2D - Professionals - Business (EEO-SubCategory)

General Summary:

The Assistant Manager, Customer Experience Analytics & Development is responsible for data analysis, process improvement, budget management, training program development, content creation and document control supporting DARTmart retail/e-commerce and the Customer Relations & Support call center. This role identifies performance trends and gaps across both functions, translates findings into process improvements and training solutions, manages the sections budget and develops and maintains the materials needed to implement and sustain service quality and process changes.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build and maintain recurring performance reporting and dashboards for DARTmart (sales, inventory, shrinkage/discrepancy trends) and the call center; analyze trends, identify root causes of variance, and present findings and recommendations.

• Identify inefficiencies and root causes in DARTmart workflows and call center workflows; develop propose, and lead or co-lead implementation of approved process changes; track outcomes against baseline data and report results to leadership.

• Manage the section’s budget in coordination with the Director and DARTmart Supervisor, including forecasting costs for training materials, technology, contracted services, and DARTmart merchandising and supply needs; monitor actual spending against budget throughout the year, research and document variances, and prepare regular budget status reports and projections for leadership.

• Review and approve section purchase requests within the delegated authority; ensure purchase aligns with approved budget and departmental purchasing procedures, escalate out-of-budget requests to the Director.

• Design, develop, and maintain onboarding and ongoing training curriculum for the Customer Relations & Support team, assess training effectiveness using performance data and revise curriculum accordingly; coordinate scheduling and delivery of training sessions.

• Produce content including but not limited to:  job aids, quick-reference guides and            e -learning modules

• Use interaction and performance data to identify skill and knowledge gaps at the individual and team level; present and convert findings directly into updated training content, refresher courses, and coaching tools in coordination with supervisors.

• Maintain a current repository of procedures and training materials; ensure language used in training and reference materials is accurate and consistent with policy, and flag outdated content for revisions.

• Serve as the document control point of contact for the section; maintain the official version controlled repository of approved procedures/work instructions, training materials, and reference documents; ensure obsolete versions are retired from circulation, changes are logged, and access is limited to current, approved content.

• Use call center and DARTmart transaction data to support staffing and scheduling recommendations.

• Serve as a cross functional liaison between the section and other departments on matters involving data, budget, training and/or process changes affecting all functions.

• Assist the Director with special projects, ad hoc analysis, and administrative duties as assigned.

• Perform other duties as assigned in support of departmental and organizational goals.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

• Bachelor’s degree from an accredited college or university in Business Administration, Data Analytics, Organizational Development, Finance, or a related field.

• Three (3) years of experience in business analytics, training and development, or process improvement, to include demonstrated experience in at least two of these areas and experience developing and maintaining budget, including forecasting, monitoring, and variance reporting as well as experience leading or supporting process improvement initiatives.

• Prior supervisor or lead experience preferred.

• Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.

• Ability to frequently stand, walk, use hands to finger, handle or feel and reach with hands and arms. Ability to lift and/or move up to 25 pounds.

• Proficiency with data analysis and reporting (e.g. Excel, Power BI or equivalent)

• Instructional design and content development skills across multiple formats

• Strong written and verbal communication skills with the ability to present analytical findings and budget updates to leadership

• Ability to manage multiple concurrent projects and priorities across distinct functional areas.

• Sound judgement and discretion in handling confidential financial, personnel and operational information.

• Familiarity with point of sale, inventory, or call center management systems preferred.

WORKING CONDITIONS

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

Open until qualified applicants are identified.