Massachusetts Green Jobs

Here at BlueTriton, we are the name behind your favorite bottled water brands and home-delivery service – we are all about hydration. With trusted brands that put smiles on customers’ faces no matter the occasion, BlueTriton plays an important role in the flow of everyday life. As we work to build something different, something better, what we do is more important than ever. With our deep commitment to helping make a positive impact for generations to come, we welcome those with a thirst and desire to inspire fresh, bold ideas that create change and have the tenacity and grit to do what’s right for our people and our communities. BlueTriton is not only a place to build a career you can be proud of but can also provide you with the opportunity to be fiercely good.

We have a team of brilliant individuals who come to work every day to challenge one another, reimagine hydration and help grow our business. Quench your thirst with exciting possibilities when you join us for a fiercely good career doing work that matters.

ReadyRefresh brings hydration that supports a healthy lifestyle, convenience that preserves precious time and sustainability to help improve our world. As a Certified CarbonNeutral® Company and a leader in reusable packaging, ReadyRefresh is proud of its role in helping conserve natural resources and reduce waste by delivering healthy hydration to our neighbors, businesses, and communities in reusable bottles which are collected, sanitized and refilled. Our ReadyRefresh branches and warehouses are where our unrivaled portfolio of popular brands of water products begins its journey to the customer. Joining BlueTriton within our ReadyRefresh Team requires grit and determination - and we believe the rewards are worth the effort: a business you help shape, a supportive team you learn from, and the chance to have a positive impact in which you can truly be proud.

Job Description

The CEC Process & Strategy Senior Manager is a vital part of the growth and success of our business! This role reports to the Customer Experience Director and is a remote position.

Key success measures associated with this position include, but are not limited to:

• Participate in management of annualized P&L budget of $27MM

• Lead and coordinate the E2E Voice of the Customer across all ReadyRefresh functional teams (CEC, Marketing, CX, Route Operations, Strategy, Data & Insights, Order to Cash, etc.) and third party vendors

• Implement revenue-generating programs and activities to achieve $56MM annual revenue target

• Oversee national coordination and cross-functional process improvements to reduce ReadyRefresh consumer complaints/contacts

• Increase in VOC scores and implement programs to support a premium Customer Experience (CX)

• Collaborate cross-functionally with various business partners (i.e. CEC, Corporate Quality, Supply Chain, Operations, Business Intelligence, Legal, Marketing and the Executive Team) to deliver upon commitments to customer and achieve key metrics and results

• Strategize with CEC Leadership and the Executive Team to define and implement the vision of the CEC

• Utilize customer experience results to design and deliver targeted training and improve associates’ overall performance across the CEC

• Analyzes business results to drive performance improvement within the CEC and across various business functions and partners

• Present business reviews and/or strategy recommendations for business partners, including members of the Executive Team

• Collaborate with CEC NMT to drive premium CX activities throughout the organization

• Act as a key member of CEC leadership team to influence and guide long-term customer-focused strategy while accelerating revenue growth

• Analyze voice of the customer trends to identify additional customer experience improvement opportunities

#Li-Hybrid

Qualifications

Key qualifications for this position include but are not limited to:

• 15+ years of deep experience in managing contact center strategy and operational execution in a complex structural environment

• Extensive experience creating teams and executing plans to implement change resulting in a significant demonstrated business ROI

• Demonstrated ability to influence at an enterprise level and successfully manage large complex projects and teams simultaneously

• Proven success in problem solving and building national end-to-end processes

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to departments and functions with full transparency

• Exceptional ability to develop and manage results-oriented recruiting, training programs, and leadership development programs

• Measurable experience in managing and growing profitable satisfied customer base

• Strong mentoring and relationship-building skills with ability to effectively manage group and interpersonal conflicts

• Ability to multi-task in a very fast-paced environment

• Superior written and oral communication skills, data visualization and presentation skills; ability to share data in a concise visual and written manner

• Takes initiative, self-motivated to take action and make decisions quickly to achieve goals

• Detail-oriented: Highly organized, keen attention to detail and quality

• Leads with confidence, is motivated and a fast learner

• Strong Excel skills, including pivot tables, graphs and advanced formulas

• Recognize and recommend operational improvements

BlueTriton Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com (xyz@bluetriton.com)

BlueTriton Brands offers an unrivaled portfolio of water brands for healthy hydration, including Arrowhead®, Deer Park®, Ice Mountain®, Origin™, Ozarka®, Poland Spring®, Zephyrhills®, AC+ION® Alkaline Water, Splash Blast® Flavored Water Beverage, Splash Fizz® Flavored Water Beverage Saratoga® and Pure Life® Purified Water.