Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Manager to ensure a best-in-class customer experience through effective management of customer care operations.

Key Responsibilities

• Manage day-to-day operations of outsourced customer care vendor and oversee KPI compliance
• Establish and update support policies and procedures while monitoring customer feedback and satisfaction metrics
• Collaborate with internal teams and product stakeholders to address customer concerns and optimize service delivery

Required Qualifications

• 3+ years of experience in customer service management, vendor relations, or call center management
• Extensive experience with CRMs such as Zendesk or Salesforce
• Deep understanding of customer service management and performance drivers
• Ability to effectively multitask and adapt focus based on business needs
• Experience in developing training curriculum and quality assurance processes