Service Strategy Manager

RESPONSIBILITIES:
A client with Kforce is seeking a Service Strategy Manager to join their team in San Diego CA. This role will leverage Insights to Improve CX and Efficiency, and analyze customer feedback and service data to refine strategies, prioritize enhancements, and deliver customer-focused, highly efficient service experiences.

Responsibilities:
* Performance Tracking: Work with analytics and service delivery teams to monitor and report on key performance indicators (KPIs) across the funnel to evaluate service strategy effectiveness and recommend improvements
* Support Strategic Initiatives: Collaborate with senior team members on the development and execution of strategic initiatives to elevate customer experience and optimize operational performance
* Problem-Solving: Work cross-functionally with product, operations, and customer experience teams to identify, prioritize, and implement solutions that address key challenges
* Service Innovation: Stay ahead of industry trends, providing fresh ideas and innovative approaches to improve service experiences

REQUIREMENTS:
* Bachelor's degree in a related field (such as Business, Analytics, Economics, or equivalent)
* 5+ years of experience in customer experience strategy, product management, or related fields, preferably in SaaS or services-based industries
* Strong analytical skills with the ability to extract insights from complex data, translate findings into actionable strategies, and effectively communicate recommendations
* Familiarity with customer service organizations, operations, and domain expertise in accounting, business tax, or payroll is highly desirable
* Excellent communication, collaboration, and stakeholder management skills
* Proficiency in both quantitative and qualitative analysis methodologies and customer feedback tools and data visualization platforms is a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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