Customer Experience Improvement Manager
Core
Lead end-to-end implementation and optimization of high-impact customer experience initiatives to address root causes of customer friction and dissatisfaction.
Role type
Senior IC Customer Experience Improvement Manager
Builds
Proactive incident communications, automated surge protocols, AI Virtual Assistant improvements, and social media engagement playbooks
Domain
Fintech / iGaming / Customer Operations
Required skills
Strategic program and project management, Cross-functional collaboration, Data and analytics proficiency, Technical integration (APIs, IVR, helpdesk workflows), Communication
Preferred skills
Experience in high-volatility real-time event industries, SOP design and automated ticket routing, Six Sigma Green or Blackbelt certification
