Customer Experience Manager

Job Summary

Customer Experience Manager leads a full-time team of Customer Experience and Complaint Resolution Specialists, focusing on service delivery, complaint resolution, and operational performance while leveraging AI tools for continuous improvement.

Key Responsibilities

• Lead and develop a team to meet performance metrics and ensure high-quality customer outcomes
• Oversee daily operations of the contact center and manage complaint resolution processes
• Analyze operational data and customer feedback to drive process improvements and enhance service quality

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