Senior Manager Customer Experience

Senior Manager, Customer Experience Part-Time (West Coast Preferred) 2 hours per day

We're seeking a highly structured, data-driven Senior Manager, Customer Experience to take full ownership of our customer support function. This role requires someone experienced in managing in-house teams (not BPO), building processes, and setting clear performance metrics. You will oversee daily operations, monitor call / ticket quality for at least two hours per day, and ensure consistent closure of customer inquiries. The ideal candidate excels in creating processes, coaching team members, and transforming a reactive team into a high-performing, independently operating unit.

Responsibilities

• Establish KPIs, performance dashboards, and reporting rhythms
• Monitor daily calls and tickets for quality, accuracy, and timely closure
• Create and maintain SOPs for all customer service workflows
• Coach and train team members to build independence and consistency
• Identify gaps in performance and implement corrective actions
• Partner with cross-functional teams to resolve recurring issues
• Ensure overall customer satisfaction and reduce ticket volume through process improvement

Qualifications