Customer Experience Manager

Job Summary

Managing daily contact center operations, the full-time Customer Experience Manager will oversee the Customer Experience group's SLAs and KPIs, drive cross-functional initiatives, and serve as the final escalation tier for complex issues in a remote setting.

Key responsibilities

• Manage daily operations of the Customer Experience group, ensuring SLAs are met through real-time adjustments
• Track and report on Key Performance Indicators (KPIs) and operational metrics to maintain high customer satisfaction
• Direct and develop Customer Experience Supervisors to achieve operational targets and enhance team workflows

Required qualifications

• Bachelor's degree or equivalent required; graduate degree preferred
• Proven leadership experience in high-volume customer experience or contact center operations
• Experience managing cross-functional projects and working with matrixed teams
• Healthcare or biotech experience strongly preferred
• Strong data analysis skills with proficiency in Excel analysis and modeling