9/6/18 USPS has named Kelly Sigmon customer experience vice president. She will report to the chief customer and marketing officer.
Customer Experience, a new organization, will be responsible for driving customer-centric strategies and initiatives. Customer Experience will include the Consumer Advocate organization and the Customer Care Centers.
“The Customer Experience organization will enable us to more effectively reach and engage our customers, bringing their expectations more prominently into our strategy development,” said Postmaster General Megan J. Brennan, who announced the change.
The duties of Sigmon’s previous position, retail and customer service operations vice president, will be handled as follows: Retail customer service operational activities will remain with Operations, while retail strategy will transition to Marketing.
Delivering world-class customer experiences is one of the Postal Service’s four core business strategies, along with engaging, equipping and empowering employees; innovating; and investing in the future.
OH. Maybe they can address the call centers being on hold for one to two hours. Sometimes they will offer to call you back, sometimes they make you wait. Talk about customer service!
like the banks, everybody is a vice president. watered down title at best, notice she does not report to the postmaster general. I rest my case, your Honor!
Nothing will change about this organization or any other as long as people are duped in to thinking “new management” is the solution. And this isn’t even new management. Kelly Sigmon has been working for the Postal Service for years in one VP position or another. Just as locally they juggle the MPOOs around and the Postmasters, they just change the players’ positions, but they still have the same players so stop the bullshit already. Staffing in the field is the problem and always will be the problem. Give the organization the staffing it needs to deliver the mail and provide service to the American public. Repurposing the VPs isn’t changing a thing.
Harvard MBA….nah this is the Postal Circus…..knee pads from Home Depot!
its not who you know, its who you……………………………..
Another upper echelon decision maker with a title. Everything comes from HQ, passed down to the Area, and then on to the field. Problem
is they bypass the employee’s working the jobs who have the best advise to alleviate the problems keeping stations/branches, BMEU’s from providing a world class customer experience. Kaizen event was a complete failure in Boston mainly because of the manager(s) lack of commitment to see it through. Absolutely nothing has changed to better the customer experience. HQ never follows up on their own area or field teams which turns out to be the ultimate mistake!
Hi. My mane is Kelly and I have never carried mail or served customers on a window. Yet I am an expert in all things the customer will experience. BS.
What customers?
Here’s a few tips for you from the front lines in no certain order of priority; staff the counters properly, no one likes waiting in line for 25 minutes to purchase stamps. Also no one likes to watch a window clerk ask someone with 20 parcels the same questions 20 times. Allow a little flexibility when dealing with customers. Next; staff the carriers properly and try not to make them do 8 3/4 hours work in 7 3/4. Thirdly; You give tests to carriers and clerks before they are hired, ever think of doing that for management? This is the only multi-billion dollar business in the world that would put someone with a GED in charge of a unit. Just because someone says they want to be a manager doesn’t mean they should be given a chance to do it. Not everyone gets to be an astronaut, the world needs fry cooks.
I used to care but now I take a pill for that so it really doesn’t matter anymore.
Dumber and poorer!!!
What will that cost? Another waste of money. Why not invest in employees instead of more management?
You must be freaking kidding me! Another six figure a year salary plus bonuses, plus office, secretary and underlings who report to her, and for what?
You want a good customer experience…staff the windows properly.
Now that wasn’t so hard to figure out.
What a waste of money! Some things NEVER change! Just wondering how she got the position or who she is taking care of; USPS is losing money but this is the solution! I THINK NOT! Too many managers and not enough workers to deliver the mail. And I’m not getting paid! Free information!
That’s all we need,another useless VP at headquarters when they haven’t given a fig about customer service while slowing down mail service times since Dumbahoe and now his right hand,Muffin Megan have been PMG in the last 8 years.
Maggie doesn’t appoint too many men…she obviously plays for the other team.
re-arranging the deck chairs on the Titanic once again.
We need less vice presidents and more window clerks.
Just another high paying useless toolbag job.
Great, another Vice President over the customer experience. Just go wait in the retail line and you will experience all you need to know.
The Postal Service should forget about the invented management job and hire more window clerks! If the Postal Service is sooo concerned about Postal customers why did management cut window service? The Postal Service needs less management, more clerks! The ship is close to sinking, the idea of management is to have more people on the bridge and less of the crew to save the ship!
notice no mention of any degree or experience at a Fortune 500 Company……just another GED dolt….when will they ever learn. BUYOUT NOW!
the Postal Circus has more Vice Presidents then UPS/FDX/AMZN…..put together!
Yet another created useless position for management. How many Vice-Presidents are we up to now, anyone know?
*Another* over paid and underworked eas clown who contributes nothing to the movement or delivery of the mail.
Meanwhile, while mgmt. numbers have increased over 20%, cuts continue to happen to the craft positions who do the actual work of the USPS.
More chiefs ? They are too top heavy already. Glad I am retired from that mess
Congratulations, can we have her look into the customer service and delivery problem here in Wake Forest NC, thank you retired APWU, Greenville NC
That’s what the PO needs, and they excessed 25 clerks and carriers, the ones who actually do the work, in order to pay her 6 figure salary.