Customer Experience Manager (Southeast, MS)

Role Overview

The Customer Experience Manager is responsible for leading the day-to-day operations of TEC’s customer experience call center, delivering an exceptional customer experience while ensuring the team operates efficiently and consistently.

What You Will Do

The manager will lead customer experience advocates, manage staffing and workflow, monitor service quality and operating results, resolve escalated customer concerns, and partner across departments to improve the customer journey.

Why It Might Be a Fit

The ideal candidate will be a perpetual champion of the customer, able to walk in their shoes and consider the impact on all decisions for both the customer and the company.

Requirements

• Lead, coach, develop, and hold accountable frontline employees and team leaders
• Manage a high-volume customer contact operation across multiple markets and locations
• Monitor daily contact volume, service levels, abandonment, staffing, schedule adherence, productivity, and customer outcomes
• Establish clear daily, weekly, and monthly operating rhythms for the department
• Use operational data to understand performance and drive improvement
• Conduct regular coaching, one-on-ones, performance conversations, and development planning
• Recognize high performers while addressing performance concerns promptly and consistently
• Develop future leaders within the Customer Experience organization
• Champion adoption of company systems, customer management platforms, workforce tools, communication tools, and operational platforms
• Partner with cross-functional teams to improve workflows and ensure frontline teams understand process changes
• Participate actively in testing and implementation of new systems, products, and customer-facing processes