Senior Customer Experience Manager

Job Summary

A company is looking for a Senior Manager, Customer Experience (CX).

Key Responsibilities

• Lead and grow a global CX team by recruiting, coaching, and developing high-performing agents
• Build a CX strategy to support a growing global physical supply chain and B2B SaaS product lines
• Optimize CX systems and automation to ensure efficiency and consistent customer experiences

Required Qualifications

• 6-10 years of experience in CX leadership, with at least 3 years managing teams
• Technical expertise in Zendesk and ability to communicate with product and engineering teams
• Proven experience scaling CX operations in a high-growth SaaS or tech-enabled environment
• Data-driven mindset with the ability to define KPIs and analyze trends for improvements
• Exceptional leadership skills, including communication, coaching, and team-building