Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Manager who will focus on training, quality assurance, and customer satisfaction.

Key Responsibilities

• Design and deliver training programs for Customer Guides, Guide Coaches, and CX Managers
• Own and refine the CX Quality Assurance framework and documentation standards
• Analyze customer feedback to drive improvements in member experience and satisfaction

Required Qualifications

• 5+ years of experience in CX training, quality assurance, or service operations
• Experience in designing and facilitating training in a high-volume service environment
• Strong understanding of QA frameworks and coaching techniques
• Ability to interpret QA, CSAT, and performance data
• Healthcare experience is preferred