Senior Manager, Customer Experience

Role Overview

The Senior Manager, Customer Experience will lead the performance, development, and continuous improvement of the Customer Care organization. This role is responsible for driving a best-in-class customer experience through operational excellence, employee engagement, talent development, customer journey optimization, and data-driven decision making.

What You Will Do

The Senior Manager will provide leadership across customer service operations, training and development, quality assurance, workforce performance, and customer experience initiatives. This leader will partner closely with Sales, Operations, Billing, Credit & Collections, Marketing, and Technology teams to enhance the overall customer experience while improving operational efficiency and business outcomes.

Why It Might Be a Fit

The ideal candidate is a customer-centric leader with strong business acumen, experience leading managers and large-scale customer service teams, and a passion for developing people, improving processes, and delivering measurable results.

Requirements

• Bachelor’s degree in Business, Communications, Customer Experience, Organizational Leadership, or related field; equivalent experience considered.
• 10+ years of customer service, customer experience, contact center, or customer operations leadership experience.
• 3+ years leading managers, supervisors, or large customer-facing teams.
• Demonstrated experience developing and implementing customer experience strategies and operational improvement initiatives.
• Strong experience with workforce performance management, quality assurance, training, and employee development.
• Proven ability to analyze operational data and translate insights into action plans and measurable business results.

Benefits

• Competitive annual bonus
• Industry leading benefits
• Multiple and flexible medical plans
• Outstanding PTO program
• Floating Holidays
• Strong 401k program and company match
• Tuition reimbursement plan
• College loan reimbursement
• College scholarship program for dependents
• Parental Leave Program
• Inclusive culture
• Employee engagement events
• Employee resource groups

Tagged as: Data Analysis