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Customer Experience Analytical Manager-Remote

Date: Oct 9, 2021

Location: Orlando, FL, US, 32821

Company: Houghton Mifflin Harcourt

Job Requisition ID: 16869

Additional Locations: Remote

Job Description:  The Customer Experience Analytical Manager is responsible for supporting the Customer Experience organization in meeting their business goals of excellent customer service, business performance improvement, and enhancing the employee work experience. The Customer Experience Analytical Manager will accomplish this through staffing planning, continuous systems and productivity improvements,  business performance measurement, data analysis and reporting.


Responsibilities include:


  • Understanding the relationship of staffing to business goals, including service levels, operating cost and quality, and work to balance results in a complex environment.

  • Forecasting staffing requirements and assist in generating staffing plans for HMH and third-party Business Process Outsourcer (BPO).

  • Interfacing with IT for optimization of systems used in call center and back office functions, such as order processing.

  • Analyzing and reporting on resource utilization, productivity, and business results.

  • Measuring and improving productivity of workforce through lean process and systems improvements.

  • Relating plans and results to financial performance.

  • Working with BPO to insure staffing plans, processes, and performance meet expectations.

  • Providing leadership and personnel management for a small technical team.





  • Bachelor’s Degree in Business, Engineering,  or other applicable field.

  •  5+ Years related experience.

  • Experience creating and improving workforce staffing models.

  • Experience implementing labor collection systems in a digital work environment.

  • Ability to identify improvement opportunities and define solutions.

  • Proficiency in process design with understanding of impacts on technology.

  • Understanding Call Center processes, measures, and reports.

  • Experience working with BPO's on staffing, process, and performance.

  • Application of data-driven decision making.

  • Ability to present analytics in a way that tells a story and experience presenting insights to non-technical audiences.

  • Data analysis using tools like SQL, Business Intelligence,  advanced Excel functions, statistics.

  • Understanding of SAP used for Order Entry.

  • Previous experience with SalesForce in a service environment.

  • Ability to influence operations teams and work with others to drive effective business solutions.


Physical Requirements:


  • Might be in a stationary position for a considerable time (sitting and/or standing)

  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.

  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer

  • Must be able to collaborate with colleagues via face to face, conference calls and online meetings


Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

For more information, visit http://careers.hmhco.com  

Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

Nearest Major Market: Orlando

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