Customer Experience Manager, CS Center & People Development
Overview
Own an end-to-end customer experience across a centralized support center at scale. Lead a (potentially remote) team, partner with Distribution Center and Sales, and drive metrics that convert satisfaction into loyalty. This role emphasizes people development, cross-functional collaboration, and continuous process improvement to deliver service excellence.
What You'll Do10
- 1Build and lead a high performing inbound support center team across digital channels including live chat and email, delivering service excellence
- 2Design and implement measurement capabilities such as surveys and analytics to identify loyalty drivers and optimize performance
- 3Partner with DC Managers and Sales to align targets, plans, and customer communications
- 4Own the reporting stack by presenting weekly performance analyses and actions to stakeholders
- 5Scale talent management efforts, create contingency plans, and drive productivity and quality in a changing business
- 6Oversee policies, procedures, and training materials to meet defined performance metrics and control costs
- 7Coordinate promotional campaigns and business development initiatives to support revenue and customer experience goals
- 8Ensure timely and accurate order processing and returns while upholding pricing policies
- 9Drive cross-functional collaboration to reduce escalations and improve customer trust
- 10Establish and monitor operational controls to consistently meet service levels and financial targets
Requirements10
- 1Five plus years of customer support management experience
- 2Strong experience managing an inbound support center with digital channels
- 3Proven leadership with a focus on developing people and reducing management overhead
- 4Expertise in customer relationship management software and call management systems
- 5Strategic planning experience aimed at service excellence and customer outcomes
- 6Excellent written and verbal communication adaptable to multiple audiences
- 7Analytical thinker with financial management and process improvement background
- 8Ability to motivate and lead a growing team through change and ambiguity
- 9Cross-functional collaboration skills to achieve business objectives
- 10High proficiency with Oracle ERP or similar systems is a plus
Salary Insight
$100 - $127k per year
Location
Required Skills
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