Customer Experience Coaching Coordinator

NYCM Insurance

. Design, coordinate, deliver, and continuously improve the organization's interaction quality coaching program .

Posted 10/14/2026full-timeEdmeston • New York • United StatesMid-LevelSenior💰 $52,354 - $81,439 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing interaction coaching programs, utilizing customer experience principles and performance improvement methodologies. Proficient in developing actionable insights through data analysis and fostering collaborative relationships across departments.

Highest-signal resume keywords

Interaction Coaching Program DesignCustomer Experience PrinciplesData Analysis and Performance ImprovementWorkshop and Training Program DevelopmentScorecard and Dashboard Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Coaching MethodologiesEvaluation Criteria DevelopmentPerformance Metrics AnalysisContinuous Improvement InitiativesTraining Resource Development

Soft Skills

Collaborative Relationship BuildingConsultative SkillsInfluencing OutcomesCommunication SkillsPresentation Skills

Tools & Technologies

ScorebuddyMicrosoft Office Suite

Industry Keywords

Customer Intimacy StrategiesInteraction Quality StandardsAdult Learning PrinciplesCalibration SessionsCustomer Feedback Analysis

About the role

Key responsibilities & impact

Design, coordinate, deliver, and continuously improve the organization's interaction quality coaching program
Develop and maintain standardized coaching methodologies, evaluation criteria, workflows, tools, documentation, and expectations
Evaluate program effectiveness, consistency, adoption, and overall health
Analyze coaching results, quality metrics, customer sentiment, and interaction trends to identify recurring behaviors, performance gaps, root causes, and improvement opportunities
Develop and maintain scorecards, dashboards, reports, and actionable insights, providing recommendations to division leadership
Design, develop, and facilitate workshops, training programs, conversation guides, job aids, and learning resources
Serve as the subject matter expert for the interaction coaching program and support Interaction Coaches with guidance, calibration, best practices, tools, and resources
Collaborate with Customer Experience and organizational leadership across phone, chat, email, text, and other customer interaction channels
Administer and optimize customer experience intelligence platforms such as Scorebuddy, including system configuration, evaluation frameworks, analytics, reporting, and continuous enhancements
Facilitate calibration sessions and collaborative reviews across teams and divisions

Requirements

What you’ll need

High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position
Ability to design, implement, evaluate, and continuously improve interaction coaching programs, methodologies, and performance improvement initiatives
Knowledge of customer experience principles, customer intimacy strategies, interaction quality standards, coaching methodologies, and adult learning principles
Ability to analyze coaching outcomes, quality metrics, customer feedback, and operational data to identify trends, root causes, and opportunities for continuous improvement
Ability to develop coaching frameworks, evaluation criteria, scorecards, dashboards, reports, and actionable performance insights
Ability to design, develop, and facilitate workshops, training programs, coaching resources, job aids, and other learning materials
Ability to build collaborative relationships, consult with business partners, facilitate calibration sessions, and influence outcomes across departments without direct supervisory authority
Ability to evaluate program effectiveness, recommend and implement improvements, and promote consistent coaching, evaluation, and calibration practices
Strong business acumen, project management, communication, and presentation skills
Proficiency with Microsoft Office applications, such as Word, Excel, and PowerPoint
Proficiency with Customer Experience intelligence tools such as Scorebuddy

Benefits

Comp & perks

Hybrid work arrangement: 2 days in office
Full-time employment