Senior Customer Experience Manager

A company is looking for a Senior Manager, Customer Experience.

Key Responsibilities

Develop and implement strategic initiatives to enhance customer care operations and elevate the customer experience

Oversee daily performance of the Customer Care Center and Retention team across various communication channels

Lead and develop supervisors and frontline care representatives to drive a culture of service excellence

Required Qualifications

Bachelor's degree preferred

5+ years of related experience, including 3+ years in a customer care / call center leadership role

Advanced proficiency in Microsoft Excel and PowerPoint, along with experience in CRM and call center software

Proven ability to mentor, coach, and develop high-performing remote teams

Strong analytical skills with a focus on process improvement and efficiency