Customer Experience Manager

Role Overview

The Customer Experience Manager is responsible for leading and scaling contact center operations within the GSC, ensuring alignment with business strategy and delivering high-quality customer outcomes.

What You Will Do

Key responsibilities include leading and managing CX Contact Center operations, defining and executing customer experience strategy, overseeing team structure and workforce planning, and driving continuous improvement initiatives.

Why It Might Be a Fit

The role requires strong leadership and people management skills, with experience managing managers or large teams, and a proven ability to drive performance, operational excellence, and customer satisfaction.

Requirements

• Bachelor’s degree or equivalent experience
• 8 + years of experience in contact center management or similar leadership roles
• Strong leadership and people management skills, with experience managing managers or large teams
• Proven ability to drive performance, operational excellence, and customer satisfaction
• Strong stakeholder management and communication skills
• Ability to operate in complex, fast-paced environments and manage multiple priorities
• Experience in building and scaling operations
• Strong understanding of contact center operations and performance metrics
• Knowledge of customer experience frameworks and continuous improvement methodologies
• Experience with tools such as SAP and advanced Excel
• Familiarity with Lean Six Sigma and/or project management methodologies
• Understanding of logistics and supply chain operations (preferred)