Customer Experience Manager

Role Overview

The Customer Experience Manager is responsible for the strategic leadership, operational performance, customer experience outcomes, workforce management, and technology administration of the Customer Experience Center (CEC). This position oversees all day-to-day functions of the department and is accountable for delivering exceptional customer service through effective leadership, operational excellence, process optimization, and technology management.

What You Will Do

Provide strong, dynamic leadership that fosters a culture of engagement, accountability, continuous improvement, and service excellence. Develop and execute strategies that continuously improve customer experience, employee engagement, and operational effectiveness.

Why It Might Be a Fit

The ideal candidate will have strong mentoring and relationship building skills, highly effective leadership and analytical skills, and the ability to develop and oversee results-oriented training and professional development programs for frontline team members.

Requirements

• Bachelor’s Degree required
• Ten or more years of similar experience in management, preferably in a call center and/or banking environment
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Highly effective leadership and analytical skills
• Ability to develop and oversee results-oriented training and professional development programs for frontline team members
• Ability to effectively manage many employees and projects simultaneously
• Direct dealings primarily with vendors and internal/external customers, as needed
• Advanced computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
• Administrative experience with contact center software and telephony applications preferred
• Excellent verbal and written communication skills
• Extensive reading, comprehension, and problem-solving skills
• Work outside of regular business hours on a frequent basis
• Ability to make difficult decisions and handle multiple tasks with daily deadlines

Benefits

• Dental insurance
• Vision insurance
• Payroll reporting
• Participation in the bank’s High-Performance Rewards Connections program
• Make referrals to the Mortgage Center and Wealth Management