Easter Seals Jobs

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

Job Summary

CX Operations and Engagement (CXE) Team: Effective tools, processes, operations, and communications are essential to support the overall business strategy and structure. As we continue to transform our Customer Experience (“CX”) model, the CX Operations and Engagement team will play an important enabling role. This team will function as a Center of Excellence and source of subject matter expertise on the following: our CX technology stack, voice of customer measurement, ABL CX and shared business processes and policies, CX data and analytics, and knowledge management processes and tools. Because the CXE team focuses on the customer regardless of service domain or channel to market, this group leads not only the communications from and within the CX org but also the effort to expand our “customer-obsessed” culture.

Job Description:

As a Service Quality Manager within the CX organization, you will be at the forefront of our service quality program and workplace culture initiatives. In addition, this role will be responsible for developing and managing comprehensive onboarding programs in partnership with key stakeholders to facilitate a seamless transition for new hires, while fostering a positive high-performance culture where top talent thrives.

Key Tasks and Responsibilities:

Service Quality Process and Procedures (50%)

• Develop Policies and Procedures for Service Quality

• Collaborate closely with managers to align on service quality and how to successfully deliver an elevated level of service across all teams.

• Partner with CX leadership to better understand the areas within their business where implementing a quality of service could be beneficial to the overall customer experience.

• Develop service quality standards and procedures to ensure the delivery of consistent high-quality services within our organization.

• First 90 Days, establish a process and alignment with the KPIs of the Service Teams and create a project plan for launching Service Quality processes.

• During the implementation of the program, establish a way to monitor quality across the CX organization, provide coaching for managers to have eyes on their team’s quality, and empower managers to take ownership of conducting regular quality audits within their team.

• Train the Trainer – Provide regular performance management coaching for the CX management team.

• Align teams around unified quality and accountability metrics.

• Evaluate the Effectiveness of the Service Quality Processes

• Be a trusted partner for CX managers to share insights and feedback on their team’s performance.

• Utilize feedback and performance metrics to identify areas of service strengths and weaknesses and act to continuously improve the organization’s quality of service.

• Evaluate, implement, and maintain quality monitoring and scoring tools

Content Creation (30%)

Training Program Development

• Create a comprehensive quality training program that develops our managers in delivering effective and valuable performance reviews of their team.

• Refine the Service Culture Rewire program and have a plan to roll out to all CX.

• Develop a soft skills training curriculum that ensures a consistent effortless customer experience.

• Partner with CX stakeholders to develop effective programs that align with the organization’s new hire training needs and objectives.

• Produce, film, and meticulously edit compelling video content to successfully support the CX onboarding training strategy, which incorporates a mix of self-paced, virtual, and in-person training.

• Introduce new hires to the company culture, values, and organizational structure, ensuring they understand the CX organization’s mission and vision.

• Tailor training approaches meeting the unique needs of different teams and roles, providing a smooth transition for all new hires.

Evaluate Training Effectiveness

• Evaluate the effectiveness of quality, culture, and onboarding programs through feedback and performance metrics.

• Utilize that feedback to continuously improve the training programs.

Team Collaboration

• Partner closely with other CX teams to ensure quality, culture, and onboarding programs are effective and all associates, including new hires, receive training that successfully develops and prepares them for their role within the CX organization.

CX Culture Initiatives (20%):

Service Culture Rewire Program

• Strengthen and expand the CX Service Culture Rewire program, cultivating a culture of collaboration and continuous improvement by driving initiatives aimed at developing a team that is taking care of it.

Communicate Culture

• Ensure consistent and clear communication of the company’s culture through internal communications, onboarding materials, and leadership messaging.

• Leverage all the different channels of communication to foster a connected and unified team environment.

Foster Engagement

• Find opportunities within the organization where individuals can participate, and contribute ideas, experiences, and feedback to cultural initiatives.

• Encourage connectivity across all teams.

ESG Goals and Initiatives – Culture and Communications Club

• Create and implement an effective associate recognition program promoting a culture of appreciation within the CX team.

• Leverage tools and technology to create connectivity across all CX teams.

• Develop a process to organize and communicate ESG activities and engagement initiatives easily.

• Find ways to expose development opportunities available throughout the business, ensuring visibility for teams interested in exploring new experiences.

What does success look like?

• Heightened levels of employee and customer engagement, leading to enhanced satisfaction and loyalty.

• Measurable improvement in the organization’s service quality; reduced escalations, notable increase in associate, stakeholder, partner, and customer satisfaction, and a thriving organizational culture through the evidence of survey feedback.

• Effective training programs that level up the skillset of new and existing talent, resulting in a measurable increase in our service standards and the quality delivered to our customers.

• CX Management bench is empowered to conduct performance reviews and coaching with examples and data.

• A positive and supportive workplace culture that aligns with our core values and mission to take care of the customer, fostering an environment of collaboration and teamwork.

Technical/Specific Experience:

Required Experience:

• A passion for helping others grow/learn so they can be more effective

• Excellent problem-solving skills and critical thinking skills

• Superior interpersonal and communication skills

• Ability to prioritize workload and work autonomously, while maintaining excellent attention to detail

• Ability to work independently and collaborate with different teams, in a dynamic environment, managing multiple priorities and initiatives

• Adaptability and a continuous improvement mindset to drive innovation and keep up with evolving quality management industry trends

• Proficient in Microsoft Suite, including Word, Excel, and PowerPoint.

• Proficient in various video conferencing software such as GoToMeeting, GoToWebinar, Teams, Zoom, Google Meets

• Experienced in working with video editing software tools like Camtasia, for editing and enhancing videos to create professional and impactful visual content.

Preferred Experience:

• Curriculum development experience, this could be a previous instructional design role or teaching experience.

• Previous quality assurance or customer service experience

• Previous role as a trainer or facilitator of training programs in a workplace environment

• Previous role as a manager, direct or indirect experience

Years of Experience:

• Required: 3 to 5 years work experience

• Required: 1-3 years of management experience (direct or indirect)

Education:

• Required: Associate degree or equivalent

• Preferred: Bachelor's Degree or equivalent

Physical Requirements:

Light work – Exerting up to 25 pounds of force occasionally and 10 pounds frequently, and/or a negligible amount of force constantly to move objects.  If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the work sits most of the time, the job is considered light work.

Travel Requirements:

• Location: Domestic and/or International

• Travel: 0% to 5%

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Please click here (https://www.eeoc.gov/poster) and here (https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf) for more information.

Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

E-Verify Participation Poster (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)

e-verify.gov

eeoc.gov (https://www.eeoc.gov/employees-job-applicants)