Manager, Quality Customer Success

WillScot
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Arizona, Phoenix
May 09, 2025
At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent.We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us! ABOUT THE JOB: The Manager, Qualify Customer Success will oversee the quality of customer service and successful operations, ensuring that all interactions meet the highest standards of excellence. This role involves developing and implementing quality control processes, analyzing customer feedback, and leading initiatives to improve customer satisfaction and loyalty from anywhere in the company. WHAT YOU'LL BE DOING: Develop and implement quality control processes for customer service and successful operations corporate wide. Monitor and assess customer interactions in any channel to ensure adherence to quality standards. Analyze customer feedback and service team performance to identify areas for improvement, including delivery to other parts of the business. Train customer service representatives in quality service standards and procedures. Report on customer satisfaction metrics and performance indicators to senior management. Collaborate with management and customer service teams to develop strategies to improve service quality Lead and manage a team of Quality Assurance (QA) specialists within the Customer Success department to uphold quality control goals in the Salesforce (SFDC) environment. Ensure compliance and drive customer satisfaction through continuous improvement strategies Use Net Promotor System (NPS) feedback to coach and develop potential issues as well as trends. Coach staff to perform to higher levels of customer service based on trends. Ensure staff adheres to process of communicating process involving customer related interactions for issues as well as follows process other aspects of the business. Provide guidance on invoices and billing related customer oriented issues. EDUCATION AND QUALIFICATIONS: Required Education and Experience: High school diploma required; college degree preferred Minimum 5 years of progressive leadership experience required Minimum 5 years of progressive customer service experience required Minimum 3 years of quality experience required Proficiency in MS Office Suite required; Salesforce or other DRM, JD Edwards or reporting tools preferred Required Skills and Abilities: Experience in developing, managing, and executing quality control processes. Familiarity with Salesforce-driven customer experience solutions. Strong analytical skills to assess customer feedback and service performance. Excellent training and leadership skills to guide customer service representatives. Ability to collaborate effectively with various departments to enhance service quality Ability to lead a team of quality analysts effectively to drive performance improvements to our customers Physical Requirements Stand, sit, kneel, walk and carry up to 20 pounds when necessary. Work Environment: The ability to perform work in a professional oce environment and be able to use standard oce equipment such as computers, phones, photocopiers, and fax machines, is required. This is an in office role with ability to travel up to 10%. Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed. All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be foundhere. WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!