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JOB REQUIREMENTS: Sr. Complaint Management & Customer Insights Manager - Remote - 16086WI DESCRIPTION/RESPONSIBILITIES: Position Title Sr. Complaint Management & Customer Insights Manager - Remote Location Work From Home United States Job Summary Customer experience is the holistic perception of the organization and brand to prospective, current, and former customers. Perceptions are built from interactions and touchpoints that involve proactive and reactive actions and solutions to optimize the overall experience. A Customer Experience Manager leads the Oversight & Insight (O&I) team which includes the Customer Experience (CE) team, Office of the President (OOTP) team, and Communications Change Management (CCMS) team. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, O&I is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what the team is all about. Pay Range - \$117K - \$155K - \$193K Pay Range: Local Minimum Wage - \$0.00 - \$0.00 Job Responsibilities: Enterprise Complaint Management Oversight * Manage the bank\'s Enterprise Complaint Management (ECM) program across all lines of business in partnership with Compliance, Risk, and Third-Party oversight areas. Ensure strong processes, procedures, reporting, and controls across all first lines of defense in accordance with regulatory requirements. * Oversee regulatory complaint portals, ensuring compliance with SLA requirements. * Ensure strategic partnerships with compliance, risk, and third-party leadership to operationalize complaint policy components. * Present complaint trends, findings, and mitigation across several operating committees as required. * Oversee recurring and ad hoc feedback (complaint) reports and dashboards including enterprise feedback reports, line of business reports, and enterprise risk reporting, ensuring proper metrics are reported and analyzed. * Fulfill related internal and external audit requests on behalf of the organization. * Manage the administration and development of complaint management systems and other tools that track and manage feedback. * Work with leaders to continuously assess and refine complaint management and customer strategic direction to align with growth and business objectives of the company and department. Experience Improvement Oversight * Utilize complaint, feedback, and error reporting to recommend policy, procedure, and process improvements for the betterment of current and prospective consumers and/or the bank; strengthening satisfaction of current customers assures them we hear their voice & value their feedback, and it strengthens their loyalty and likeliness to recommend Flagstar. * Leverage data to identify trends, provide root cause analysis, present improvement recommendations to leaders, actively work with business units, risk/compliance/legal, vendors, and third parties to ensure remediation of systemic issues, and communicate results appropriately. * Track the organization\'s experience improvement efforts/ results and incorporate WINs into applicable reporting, audits, organization announcements, etc. * Analyze customer satisfaction survey scores and feedback to identify, recommend, and/or implement training and coaching opportunities, policy, procedure, and process improvements and the like to optimize the customer experience. Team Oversight & Personnel Development * Manage the hiring, scheduling, training, performance, coaching, quality, and direction of the team. Meet with team members on a recurring basis to provide updates, assign new projects, and develop future plans. Flagstar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, o national origin. ***** OTHER EXPERIENCE AND QUALIFICATIONS: JOB REQUIREMENTS Required Qualifications: * Education level required: Undergraduate Degree (4 years or equivalent) in related field. * Minimum experience required: 8+ Years. * 5+ years of experience with managing projects. * 5+ years of experience with business writing. * 7+ years of customer service, customer experience, and/or complaint handling oversight. * 8+ years of leadership experience. * 3+ years of regulatory/compliance/complaint management experience. Preferred Qualifications: * 7+ years of experience in the banking/ mortgage industry preferred. Job Competencies: * Proven ability to create short- and long-term strategic plans in support of company and department objectives. * Significant experience in creation of reports, presentations, and business proposals. * Excellent written/oral communication skills, including strong presentation and facilitation skills. * Must be customer-oriented, self-motivated, entrepreneurial, and innovative. * Proven ability to drive performance and results. * Proven ability to execute. * Experience and credibility as a strategic partner with the ability to influence and gain acceptance of ideas/plans with leaders at all levels of an organization, and work across several businesses with differing cultures. * Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, Access, and Excel). * Working knowledge of industry regulations strongly preferred. * Must have exceptional gr ***** APPLICATION INSTRUCTIONS: Apply Online: https://ars2.equest.com/?responseid=6262193e8a18bab13e874fb7cd30b750 Other: Applicants ONLY to apply via URL link provided!