Sr. Customer Experience Manager

Senior Customer Experience Manager

We are seeking a Senior Customer Experience Manager to join our growing team in Charlotte, NC.

At Ripple Fiber, we deliver more than high-speed internet. We're creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join America's most innovative, industry-leading fiber internet company, and help shape the future.

We believe the biggest wave starts as a ripple.

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional development.

Position Summary

The Senior Customer Experience Manager will lead our contact center operations, driving excellence in customer satisfaction, operational efficiency, and team engagement. This role oversees all inbound and outbound customer communications across multiple channels, ensuring a consistent and seamless experience.

You will play a key role in shaping and executing the Customer Experience strategy, managing internal and outsourced call center teams, building KPI frameworks, implementing technology solutions, and fostering a culture of ownership, accountability, and continuous improvement.

Key Responsibilities

• Assist in the development and execution of a comprehensive Customer Experience strategy aligned with business objectives.
• Lead multi-site and outsourced contact center operations, ensuring seamless omnichannel support across billing, scheduling, social media, and technical assistance.
• Establish and monitor KPIs to drive performance and accountability.
• Implement scalable processes and technology solutions, including AI-driven automation, ticketing, and self-service tools.
• Drive continuous improvement through data analysis, Voice-of-the-Customer (VoC) insights, and process optimization.
• Oversee quality assurance and workforce management to maintain operational excellence.
• Partner cross-functionally with IT, Product, Sales, Marketing, Construction, and Field Operations to deliver a unified customer journey.
• Manage vendor relationships and ensure compliance with service-level agreements.
• Recruit, develop, and mentor high-performing leaders, fostering a culture of inclusion, engagement, and professional growth.

Qualifications

We offer competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If you're passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.