You'll connect our customers, contact center, and internal teams, making sure the entire experience runs smoothly and customer feedback leads to meaningful action.
You'll keep teams aligned through regular reviews and use customer feedback and data to improve how we operate.
You'll also implement collaborative efforts across Product, Marketing, Sales, and CRM systems. The goal is to deliver sustained, measurable outcomes.
Be a Voice of Customer (VoC) and business line subject Matter Expert; summarize direct, indirect, and inferred feedback into clear insights and action plans.
Identify and escalate urgent customer experience issues; ensure ownership, timelines, and updates until closure.
Communicate with teams to ensure client needs are met and feedback loops are closed.
Prepare and deliver executive summaries to internal/external partners; lead weekly, monthly, and quarterly reviews focused on decisions, not status.
Present call-center performance (service levels, call volumes, AHT, FCR, CSAT/NPS) with insights and recommendations.
Work with operations to monitor service levels, call volumes, and time to resolution, flag trends and capacity risks.
Identify and define process improvement opportunities (journey mapping, defect reduction, policy simplification) and lead regular improvement reviews with partners.
Collaborate with Product/Marketing/Account Development on customer-facing enhancements; give feedback on product/marketing changes affecting Customer Experience.

Bachelor's degree or equivalent experience; 8+ years of demonstrated strategic leadership experience.
5+ years in client/relationship management with a track record of influencing internal and external partners.
Expert level customer service leadership with contact center experience (voice and digital), and expert project and Program Management (portfolio planning, dependencies, risk).
Problem‑solving skills and fluent with KPI design and performance storytelling (FCR, AHT, CSAT, NPS, CES; SLA/ASA).
Deep leadership and team building skills; able to organize and motivate internal and remote teams.
Experience communicating with executives and the ability to advocate for the right approach to support customer and results.
Reliable and proactive, follows through on commitments, ability to navigate change and work in a remote environment with a professional virtual presence and secure workspace.
Tools/Software Requirements: CRM & Collaboration tools Experience Management integrations with CRM and contact center, closed loop alerts and dashboards.

Customer Experience Manager

Key skills