Sr Engineer-Voice of Customer Triage at Genesis10
Eden Prairie, MN 55343
About the Job
Genesis10 is seeking a Sr Engineer-Voice of Customer Triage for a contract with our client in Eden Prairie, MN. 100% Remote.
Job Description:
Our client is looking for a Tech Engineering Lead, experienced with voice of customer, triaging Open Enrollment comments and determining priority and identifying technical problems related to comments. Role will be bridge between business and engineering. Action and proactive lead to support and manage customer feedback.
We are seeking a highly skilled and experienced professional to join our team as the Lead for our Voice of Customer team, with background in software development. In this role, you will be reviewing and triaging customer feedback and pinpointing where the technical root cause is and prioritize open items for remediation. Your development experience will enable you to leverage technology and data to enhance our Voice of Customer capabilities and deliver actionable insights.
Key Responsibilities:
Job Description:
Our client is looking for a Tech Engineering Lead, experienced with voice of customer, triaging Open Enrollment comments and determining priority and identifying technical problems related to comments. Role will be bridge between business and engineering. Action and proactive lead to support and manage customer feedback.
We are seeking a highly skilled and experienced professional to join our team as the Lead for our Voice of Customer team, with background in software development. In this role, you will be reviewing and triaging customer feedback and pinpointing where the technical root cause is and prioritize open items for remediation. Your development experience will enable you to leverage technology and data to enhance our Voice of Customer capabilities and deliver actionable insights.
Key Responsibilities:
- Lead and manage the Voice of Customer team
- Analyze issues reported in VOC channel
- Continuously improve Voice of Customer processes, tools, and methodologies to enhance efficiency and effectiveness
- Prepare and present VOC status reports and issue trends with relevant data to leadership periodically
- Collaborate with scrum teams to integrate customer feedback into the development process, ensuring that customer insights are effectively translated into product enhancements.
Required Basic Qualifications:
- Strong analytical skills with the ability to interpret data, identify trends, and provide actionable insights.
- Proven experience in software development, with at least 3+ years of experience in a development role.
- Quickly analyze and resolve any code issues while handling customer comments.
- Our digital portal relies on several technologies, including Java, web services (SOAP and RESTful), jQuery, Angular, React, Node.js, Svelte.js, and AEM.
- Additionally, familiarity with monitoring tools like Dynatrace and Splunk is preferred for effectively monitoring our applications.
- Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner.
- Demonstrated leadership abilities, with experience in leading and managing a team.
- Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
- Passion for delivering exceptional customer experiences and driving customer satisfaction.
Compensation:
Hourly W2 pay rate $
We have access to additional contract, contract-to-hire, and direct hire positions with various rate ranges.
If you have the described qualifications and are interested in this exciting opportunity, apply today!
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:
Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF)
Remote opportunities available
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
