Customer Experience Manager

A company is looking for a Customer Experience Manager to lead customer care contact center operations.

Key Responsibilities

Lead and inspire offshore contact center teams to deliver exceptional service across various customer touchpoints

Utilize analytics to monitor performance and drive continuous improvement in customer experiences

Ensure compliance with data privacy and security protocols while developing workforce management strategies

Required Qualifications

Bachelor's degree in Business, Communications, or related field, or 10+ years of experience in a Customer Care Operation

Experience with leading contact center platforms such as Salesforce and Amazon Connect

Willingness to work off hours to manage a 24 / 7 operation

Experience with AI-powered contact center solutions and managing customer journeys across multiple channels

Understanding of data privacy and regulatory compliance in customer operations