Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Manager to lead a team in delivering customer-centric support and driving continuous improvement.

Key Responsibilities

• Lead and motivate a team to achieve performance and quality standards while ensuring operational efficiency
• Utilize customer and team performance data to identify insights and improvement opportunities
• Collaborate with CX leadership and teams to address operational bottlenecks and enhance customer experience

Required Qualifications

• 3-5 years of experience in operations, customer experience, or customer success in a startup or scaled business
• 2-4 years of people management experience with teams of 15+ direct reports
• Experience in performance management and providing feedback to employees
• Data-driven with proficiency in tools like Google Sheets, Looker, and Metabase
• Ability to interpret complex quantitative data to inform strategic decisions