Lead efforts in optimizing customer interactions and enhancing service delivery.
Manage the Global Customer Experience team, managing the day to day operations of the teams in NAR, EMEA, APAC.
Responsible for executing plans and tactics to grow, engage, retain and support ISC2 global customer experience services.
Oversee daily operations of the customer experience team, ensuring effective execution of customer service initiatives.
Lead, mentor, and develop customer service staff, fostering a culture of customer-centricity and professional growth.
Collaborate on initiatives aimed at enhancing customer engagement, loyalty and retention.
Partner with key internal stakeholders to integrate and execute programs and processes, ensuring best in class experience for members, volunteers and customers.

Bachelor’s degree in related field, required.
Over eight (8) years of experience in training, customer experience management or quality assurance, preferably in a customer service environment, with at least 2 years in a leadership role.
Experience developing and managing quality and training programs and initiatives.
Excellent leadership skills and experience of leading and motivating diverse high-performance teams in a global customer experience environment.
Public speaking and presentation experience required.

Up to 5% travel required (some international travel may be required)
Regular use of office equipment such as a computer/laptop and monitor computer screens

Senior Manager, Customer Experience Operations

Key skills