Customer Experience Manager

Job Summary

Leading customer experience operations, the full-time remote Manager of Customer Experience will develop and execute strategies to enhance the customer journey, improve satisfaction, and manage a team supporting the company's largest accounts.

Key responsibilities

• Develop and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention
• Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows
• Support escalation pathways between Commercial and Operations, ensuring daily customer questions and operational issues are routed and addressed effectively

Required qualifications

• 5+ years of relevant experience, preferably including supervisory experience, with a Bachelor's degree or equivalent
• Advanced knowledge of customer experience management principles, customer journey mapping, and service design methodologies
• Knowledge of customer satisfaction measurement tools, customer feedback programs, and customer analytics
• Financial literacy to manage budgets and evaluate team ROI
• Ability to lead a team of professionals and provide effective performance coaching