Customer Experience Manager

What’s the role

Shell is looking for a Customer Experience Manager to oversee the ongoing enrichment of the Shell Recharge customer’s user journey in the US and Canada.

Shell Recharge delivers thousands of charge sessions per day to drivers across the US and Canada. Shell Recharge drivers use the Shell mobile app and Shell Recharge charging station hardware as they discover, use, and access their customer journey. These product interactions are supported by a call center and an invisible back-end infrastructure that allow for an outstanding physical and digital customer experience. The Customer Experience Manager will be the voice of the customer for internal product workstreams and will manage the on-site customer experience and call center workstreams.

Accountabilities:

- Provide insights, analytics, and feature requests to the Shell product teams as you advocate for a constantly improving customer experience across the charging workflow

- Work with Shell marketing teams to develop and deploy customer communications, instructions, and FAQs to both physical and digital assets

- Manage an internal team and an external call center vendor to ensure a premium customer support experience, responsible for all customer interaction across email, marketing, and telephonic support products

- Develop and maintain a knowledge base that can be leveraged for FAQs, instructions, and call center support workstreams

- Provide real-time support and partnership to internal stakeholders and our call center using Microsoft Teams and email as needed

- Act as a senior member of the Shell Recharge leadership team to be solely responsible for customer experience, giving you enormous responsibility, impact, and ownership of a critical part of our business

What you bring

- Must have legal authorization to work in the US on a full-time basis for anyone other than current employer

- Bachelor’s Degree in Communication, Operations or any other related field is a plus

- At least 5 years’ relevant professional experience

- Demonstrated ability to devise, manage, and improve end-user experiences and relevant support workstreams

- Demonstrated capability in managing call center vendors (or an internal call center function) to deliver a premium customer support experience

- Demonstrated understanding of product development strategies and implementations, to ensure your program has the capabilities and features needed to succeed

Preferred Qualifications:

- At least 3+ years’ managing a small team of customer-focused employees

- Extensive experience with mobile app products, charging stations, and/or partnering with field service teams

Note: This role is a virtual position based in the US

What we offer

The base salary range for this position is $146,000.00 - $218,000.00per year. Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives. For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays. Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html.

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

- Progress as a person as we work on the energy transition together

- Continuously grow the transferable skills you need to get ahead

- Work at the forefront of technology, trends, and practices

- Collaborate with experienced colleagues with unique expertise

- Achieve your balance in a values-led culture that encourages you to be the best version of yourself

- Benefit from flexible working hours, and the possibility of remote/mobile working

- Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.

- Take advantage of paid parental leave, including for non-birthing parents

- Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply

- Grow as you progress through diverse career opportunities in national and international teams

- Gain access to a wide range of training and development programs

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

Shell in The United States

Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals and refined products. Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy.

We operate in all 50 states, from our Deep Water platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US.

We reach our customers through our 13,000 branded retail stations, and we are number 1 in gasoline sales. We also own the #1 brand of motor oil in the U.S. – Pennzoil® – made from natural gas.

We are excited to play a key role in the move to net carbon emissions while providing the oil and gas needed by society for many decades to come.