Senior Manager, Customer Centricity
Core
Define and maintain standards for human-led customer conversations to resolve complex issues that LLM agents cannot handle, ensuring fair outcomes and high CSAT.
Role type
Senior Manager, Customer Centricity
Builds
Consistent human-agent capability for judgment, empathy, and resolution in customer interactions
Domain
Customer Experience (CX) / Large Language Model (LLM) Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer experience leadership, LLM quality evaluation, data analysis, change management, stakeholder management, team coaching, CSAT diagnosis, process improvement
Preferred skills
Telesales or service recovery background, experience with LLM-heavy environments
Technologies
LLM agents, CSAT dashboards, VoC data, analytics tools
Responsibilities
Define customer conversation standards and evaluate interactions against them; Enable Team Leaders and Operation Managers to apply standards and coach agents; Diagnose CSAT drivers and route product issues to owners; Own LLM quality team and evaluation models; Analyze customer data to drive process changes and training
Seniority
Senior, hands-on IC with team leadership
