Customer Experience Manager

A company is looking for a Manager, Customer Experience & Quality Assurance.

Key Responsibilities

Lead and manage the Voice of Customer (VoC) and Quality Assurance function, ensuring alignment with business goals

Translate customer insights into actionable strategies and business improvements to enhance customer experience

Develop and oversee a comprehensive QA program for various customer communication channels, ensuring consistency and compliance

Required Qualifications

5+ years of experience in customer experience, quality assurance, or related roles, with at least 2+ years in a leadership capacity

Proven expertise in customer research, quality monitoring, and data analysis

Experience in Sales, Contact Center, or digital customer engagement environments preferred

Bachelor's degree required; MBA or advanced degree preferred

Familiarity with AI-driven customer engagement tools and quality frameworks preferred