Senior Manager of Customer Experience – Absence

Role Overview

• Lead, coach, and develop the customer experience team to achieve individual and team performance goals.
• Train and onboard new team members and support ongoing professional development.
• Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate.
• Assist with training initiatives based on performance trends and data insights.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Identify root causes of customer dissatisfaction to improve the overall customer experience.
• Lead customer experience improvement projects and change initiatives.
• Represent Operations in partnership meetings to address customer concerns and provide operational insights.
• Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements.
• Develop and execute strategies to meet company business goals and enhance service delivery.
• Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership.
• Maintain knowledge base and self-service resources to support customers and internal teams.
• Ensure consistent, professional communication across all customer support channels (phone, email, chat).
• Prepare reports on customer trends, team performance, and improvement opportunities.
• Provide trend analyses regarding customer issues and operational procedures.
• Stay current on the latest industry trends, techniques, and best practices in customer experience and support.
• Perform all other duties as assigned to support the team and organizational goals.

Requirements

• Bachelor's degree required, preferably in Business Administration or related field; Master's degree preferred.
• 5+ years of management experience required; 5+ years of service delivery roles within high-volume call center roles preferred.
• Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements
• Demonstrated success executing complex, cross-functional initiatives in regulated, highly complex, and fast-paced environments
• Proven ability to lead a team, manage escalations, and deliver results under pressure
• Excellent communication skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Self-starter with the ability to multi-task, prioritize, and work autonomously
• Strong problem-solving skills.

Benefits

• Full benefits package, including Paid Time Off (PTO)
• medical, dental, vision
• 401(k) with match
• robust EAP
• wellness program