Customer Experience Manager

Job Summary

A company is looking for a Manager, Customer Experience.

Key Responsibilities

• Lead and develop a dispersed team of Customer Care Representatives, ensuring effective case management and resolution
• Oversee service delivery across multiple client accounts, managing escalations and ensuring timely resolutions
• Drive a customer-first culture by analyzing case trends and implementing service improvements

Required Qualifications

• 5+ years of experience in corporate travel operations with expertise in escalation management
• 2+ years of team leadership experience in a high-touch service environment
• Deep understanding of GDS functionality and corporate travel policies
• Proficient with Salesforce or similar CRM tools for ticket management
• Ability to work independently and lead through ambiguity