Customer Experience Manager- Charlotte,NC
Core
Oversee operations of an Order Fulfillment Support Center to deliver exceptional customer experience and drive service excellence across regions.
Role type
Senior Customer Experience Manager (Operations)
Builds
Centralized support center operations, customer loyalty programs, and operational efficiency metrics
Domain
Retail / Customer Support Operations
Required skills
Team leadership, strategic planning, financial management, conflict resolution, process improvement, cross-functional collaboration, data analysis, recruitment, policy enforcement
Preferred skills
Oracle ERP proficiency (via careerplan.io/jobs/25-000-15-D69-customer-experience-manager-charlottenc)
Technologies
CRM software, Call management systems, Oracle ERP
Responsibilities
Manage order fulfillment team performance and resolve escalations; Develop measurement capabilities via customer surveys and text analytics; Partner with Sales and Distribution Centers to align targets and handle inventory delays; Authorize returns, exchanges, and discounts; Drive talent management and training program development; Monitor and enforce pricing policies and procedures.
Seniority
Senior, hands-on IC