Senior Manager of Customer Experience

Job Summary

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

Key Responsibilities

• Develop and implement strategic initiatives to enhance customer care operations and elevate the customer experience
• Oversee daily performance of the Customer Care Center and Retention team across multiple channels
• Lead and develop team members while driving a culture of service excellence and accountability

Required Qualifications

• Bachelor's degree preferred
• 5+ years of related experience, including 3+ years in a customer care/call center leadership role
• Experience leading a team of 25+ individuals
• Advanced proficiency in Microsoft Excel and PowerPoint, and experience with CRM and call center software
• Strong analytical skills with a focus on process improvement and efficiency