Senior Manager, Customer Experience

Job Summary

A company is looking for a Senior Manager, Prospect Experience.

Key Responsibilities

• Lead and develop a team of managers and approximately 30 CX agents
• Design and refine workflows for the prospect experience from initial contact to scheduling
• Collaborate cross-functionally to enhance the prospect journey and share insights

Required Qualifications

• 5 to 7 years of experience in senior customer experience, support, operations, or team leadership
• Experience managing managers and large teams
• Strong operational mindset with a focus on performance against KPIs
• Ability to build new teams and processes in a fast-paced environment
• Data-driven decision maker with a commitment to customer experience