📌 Core Information
🔹 Job Title: Customer Experience Manager
🔹 Company: Association for Talent Development (ATD)
🔹 Location: Alexandria, Virginia, United States
🔹 Job Type: On-site
🔹 Category: 🎧 Customer Experience (CX)
🔹 Date Posted: April 1, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Enhancing the customer experience strategies to align with the association’s mission.
- Engaging with members across various touchpoints to boost satisfaction and loyalty.
- Understanding and utilizing multiple systems to track and improve service interactions.
- Leading initiatives to collect and act on customer feedback.
ASSUMPTION: The role emphasizes strategic improvement of customer experiences and member satisfaction, likely due to the organization's focus on developing talent and membership engagement.
📋 Key Responsibilities
✅ Develop and implement customer experience strategies aligned with ATD's goals.
✅ Use various systems for tracking customer interactions and addressing improvements.
✅ Lead and analyze feedback efforts to enhance services and satisfaction.
✅ Collaborate with stakeholders to ensure seamless member experiences.
✅ Advocate for process, technology, and communication improvements.
✅ Monitor and present key performance metrics to leadership.
✅ Stay informed on customer experience trends.
ASSUMPTION: This role involves strategic leadership and stakeholder collaboration to elevate member experiences, crucial due to ATD's educational and development mission.
🎯 Required Qualifications
Education: Not specified
Experience: 3-5 years in customer experience, member services, or support, preferably in a non-profit or association.
Required Skills:
- Proficiency with CRM systems and data analysis tools.
- Ability to learn new technologies, such as AI.
- Strong collaboration and advocacy skills.
Preferred Skills:
- Knowledge of customer journey mapping and process optimization.
- Certification in Customer Experience (e.g., CCXP).
ASSUMPTION: Emphasis on technology and process improvement skills indicates the role’s reliance on modern solutions to enhance customer experiences.
💰 Compensation & Benefits
Salary Range: Not specified
Benefits:
- Medical, dental, and vision benefits.
- PTO, personal days, sick time, and sabbaticals.
- 403(b) plan with 6% company match.
- Get Fit programs, flexible spending accounts.
- Unlimited professional development and tuition assistance.
- Life insurance and wellness programs.
- Employee discount programs.
Working Hours: 40 hours per week with hybrid flexibility.
ASSUMPTION: Benefits are comprehensive, supporting employee well-being and aligning with ATD's development focus, but specific salary ranges may need clarification.
📌 Applicant Insights
🔍 Company Context
Industry: Human Resources Services, focusing on talent and workforce development.
Company Size: 51-200 employees. Small enough for personalized culture but large enough to offer stability and resources.
Founded: 1943, with a longstanding history in talent development.
Company Description:
- World’s largest association for talent development professionals.
- International membership spanning over 120 countries.
- Supports professionals through local chapters and networks.
Company Specialties:
- Talent Development and Workforce Development.
- Mobile Learning and Learning Technologies.
- Human Capital and Global HR Development.
Company Website: http://www.td.org
ASSUMPTION: ATD's global reach and resource offerings suggest significant opportunities for professional growth and networking.
📊 Role Analysis
Career Level: Mid-level managerial position focusing on strategic customer engagement.
Reporting Structure: Reports to the Senior Director, Community & Customer Experience.
Work Arrangement: Hybrid, divided between on-site and remote work.
Growth Opportunities:
- Advancement in strategic planning and execution.
- Influence in customer experience policy development.
- Potential for upward mobility within the community and customer experience team.
ASSUMPTION: The hybrid arrangement and reporting structure indicate a balance of on-site engagement and remote collaboration, necessary for broad member influence.
🌍 Location & Work Environment
Office Type: Recently remodeled in Alexandria, Virginia.
Office Location(s): Positioned in Old Town Alexandria, close to amenities.
Geographic Context:
- Proximity to King Street Metro facilitates commuting.
- Access to the Historical District and Old Town Waterfront.
- Located near various cultural and dining options.
Work Schedule: Standard full-time schedule with potential hybrid flexibility.
ASSUMPTION: The office’s strategic location and remodeled environment likely cater to a blend of business productivity and employee satisfaction through convenient amenities.
💼 Interview & Application Insights
Typical Process:
- Initial application through ATD’s Workday portal or external job postings.
- Phone screening by the HR department.
- In-person or virtual interview with the senior director and team members.
Key Assessment Areas:
- Experience with customer experience strategy implementation.
- Proficiency with CRM and analytical tools.
- Cultural fit with ATD’s innovation and teamwork ethos.
Application Tips:
- Highlight skills in data analysis and customer journey mapping.
- Showcase experience in non-profit or association environments.
- Prepare to discuss specific customer experience strategies you’ve implemented.
ATS Keywords: Customer Experience, Member Engagement, CRM Systems, Data Analysis, Non-Profit.
ASSUMPTION: Given ATD’s focus, expect behavioral and competency-based interview questions exploring strategic thinking and collaboration abilities.
🛠️ Tools & Technologies
- Salesforce and other CRM systems.
- Data analysis tools like HubSpot or Zendesk.
- Emerging AI technologies supporting customer service initiatives.
ASSUMPTION: Candidates should be adaptable to learn new tech tools quickly, given the dynamic nature of customer engagement technologies.
👔 Cultural Fit Considerations
Company Values:
- Innovation and continuous improvement in talent development.
- Emphasis on teamwork and collaboration across various levels.
- Commitment to diversity and inclusion within the workplace.
Work Style:
- Proactive and strategic mindset towards customer solutions.
- Collaborative yet independent in managing responsibilities.
- Detail-oriented approach in monitoring performance metrics.
Self-Assessment Questions:
- How have you improved customer satisfaction in past roles?
- What strategies have you used to collect and analyze customer feedback?
- How do you prioritize tasks in a dynamic environment?
ASSUMPTION: ATD's culture suits individuals who thrive on innovation and possess a data-driven approach to decision-making.
⚠️ Potential Challenges
- Balancing diverse member needs with strategic objectives.
- Navigating the dynamics of a hybrid work environment.
- Continually adapting to evolving customer engagement technologies.
- Maintaining high satisfaction across a wide membership base.
ASSUMPTION: The challenges suggest a dynamic and evolving work setting, demanding adaptability and continuous learning.
📈 Similar Roles Comparison
- Customer Success Manager – Typically focuses on post-sale customer relationships.
- Member Services Manager – Mainly emphasizes direct member engagement.
- User Experience Manager – Centers more on digital interactions and product interface.
ASSUMPTION: This role uniquely combines strategic oversight with tactical execution in member engagement, distinguishing it from similar roles.
📝 Sample Projects
- Develop a new customer feedback loop utilizing advanced survey tools.
- Implement a cross-functional strategy to streamline member touchpoints.
- Create training resources to equip the team with customer advocacy skills.
ASSUMPTION: Projects will likely emphasize collaborative innovation and technology deployment for member satisfaction.
❓ Key Questions to Ask During Interview
- How does this role align with ATD’s strategic goals for talent development?
- What are the biggest challenges currently facing the customer experience team?
- How is performance measured for this role?
- Which stakeholders will this role frequently interact with?
- Can you describe a successful customer experience initiative recently undertaken by ATD?
ASSUMPTION: Insightful questions show your interest in aligning personal goals with ATD's mission and understanding role-specific expectations.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the provided ATD employment portal.
- Prepare a resume that highlights relevant customer experience accomplishments.
- Ensure your LinkedIn profile reflects skills in CRM and data analysis.
- Anticipate a multi-step interview process including skills assessments.
- Follow up with a thank-you note reiterating interest and alignment with ATD’s mission.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
