Customer Experience Manager

Job Summary

A company is looking for a Customer Experience & Complaint Resolution Manager.

Key Responsibilities

• Lead and develop a team to achieve performance metrics related to customer service and complaint resolution
• Oversee daily contact center operations to ensure high-quality customer outcomes
• Analyze operational data and customer feedback to drive process improvements

Required Qualifications

• Bachelor's degree in a related field or equivalent work experience
• 5 years of operational or customer service experience, preferably in a call center
• 2 years of people management experience
• Bilingual (English and Spanish) preferred
• Experience with AI tools in a contact center environment strongly preferred