Issue Management Specialist, Customer Experience 

Location: Reno, NV preferred. Open to remote only in approved states (AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)

Job Title: Issue Management Specialist, Customer Experience 

Reports to: Customer Service Project Manager, Customer Experience

Scope: Individual Contributor, P2

Years of Experience: 1+ years

Location: Reno, NV preferred. Open to remote only in approved states (AZ, CA, CO, CT, DC, GA, HI, IL, ME, MD, MA, MN, MT, NV, NY, OH, OR, PA, TN, TX, UT, VA, WA)

Applications will be accepted until 12/13/2023. Due to volume, the posting may get extended or expire early. 

Pay range: $34.00 – $51.00

Hiring rate: $34.00

At Patagonia, pay ranges are set using the best available market data for the job at the required location.

General Summary   

The Issue Management Specialist, Customer Experience acts as a liaison between contact center reps and other direct-to-customer departments to report website and system issues and assist with contact center preparation for the deployment of new services or features. This role will collect website and system feedback, troubleshoot and document issues, and create requests for appropriate teams to improve customer and user experience. Within the CX department and in partnership with the Project Managers (PMs), this role will interact with the CX Department and our technology partners to disseminate latest updates on open and resolved issues, as well as upcoming changes to the website and other systems.  

   

What You’ll Do   

Website Issue Reporting  

·         Compile, research and verify web-related issues and feedback reported by CX or customers.  

·         Troubleshoot and identify follow-up questions to get the necessary information to replicate reported issues.  

·         Provide appropriate detail to document issue for development team and context regarding impact and priority.  

·         Propose solutions to solve reported issues, along with department communication and training.  

·         Escalate larger concerns or suggestions to the greater CX operational teams, including PMs, Product Owners, and other business stakeholders.  

·         Log, track, and regularly review issues to ensure timely reporting, visibility, and resolution.  

·         Develop and maintain issue reporting and testing processes.  

·         Host Listening Sessions with targeted audiences to illustrate the impact of particular issues and how those teams could help rectify the issues.  

   

Communication  

·         Provide real time status updates on website and other business systems’ open issues.  

·         Support the PMs in keeping top issues front and center with stakeholder groups.  

·         In partnership with the PMs, work closely with Training and Floor Leadership teams to communicate feature or process updates.  

·         Consult with business units and analysts to ensure clear understanding and documentation of requirements for issue resolution.  

·         Alert the CX Work Force Management (WFM) team of any potential service disruptions that may dramatically impact contact volume.  

   

User Acceptance Testing  

·         Work with our Agile, Digital Tech, and QA teams to review business requirements, functional specifications, and user information to understand end user requirements and business process context.  

·         Coordinate and participate in testing activities as needed, including planning, designing, scripting execution, and reporting.  

·         Work with our Agile, Digital Tech, and QA teams to execute testing as needed based on business requirements and functional specifications to ensure systems performs as intended.  

   

Who You Are  

·         Deeply passionate and committed to saving our home planet.  

·         Brings value to all stakeholders, attentive listener, embracing continuous learning. 

·         Thrive in an environment with a high level of autonomy, working with little or no supervision.  

·         Analytically inclined critical thinker capable of bridging the gap between technical and non-technical stakeholders.  

·         Work well in a collaborative environment with multiple teams, both business and technical.  

·         Eager to troubleshoot and provide solutions to complex issues.  

·         Passionate about user experience (UX) and meticulous when it comes to issue management and UAT testing. 

Experience You Bring  

·         Advanced user of TalkDesk, D365, Salesforce Service Cloud, Salesforce Commerce Cloud, minimum of 1+ years’ experience required.

·         Knowledge of system integrations and business unit collaboration, and the desire to learn more.  

·         Web development or design experience highly encouraged.  

·         Skilled at dealing with ambiguity and competing priorities.

·         Demonstrate flexibility in a changing work environment.  

·         Excellent communication skills, tailoring content and delivery to technology partners.  

·         Excellent organizational and prioritization skills – detail oriented.  

Physical Requirements   

·         Ability to remain stationary for extended periods of time, while operating a computer keyboard.  

·         Ability to look at a computer screen for extended periods of time.   

·         Ability to maintain composed and professional demeanor within a flexible and busy work environment.  

Patagonia’s Mission Statement

We’re in business to save our home planet.

Our Reason for Being

At Patagonia, we appreciate that all life on earth is under threat of extinction. We aim to use the resources we have—our business, our investments, our voice and our imaginations—to do something about it.

Patagonia grew out of a small company that made tools for climbers. Alpinism remains at the heart of a worldwide business that still makes clothes for climbing—as well as for skiing, snowboarding, surfing, fly fishing, mountain biking and trail running. These are silent sports. None require an engine; rarely do they deliver the cheers of a crowd. In each, reward comes in the form of hard-won grace and moments of connection with nature.

As the climate crisis deepens, we see a potential, even probable end to such moments, and so we’re fighting to save them. We donate our time, services and at least 1 percent of our sales to help hundreds of grassroots organizations all over the world so that they can remain vigilant, and protect what’s irreplaceable. At the same time, we know that we risk saving a tree only to lose the forest—a livable planet. As the loss of biodiversity, arable soils, coral reefs and fresh water all accelerate, we are doing our best to address the causes, and not just symptoms, of global warming.

Staying true to our core values during forty-plus years in business has helped us create a company we’re proud to run and work for. To stay in business for at least forty more, we must defend the place we all call home.