Customer Experience Manager, Executive Office
Core
Lead a team of senior specialists to manage complex, sensitive customer escalations involving legal and regulatory issues for a fintech platform.
Role type
Senior Customer Experience Manager (Executive Office)
Builds
High-quality support and resolution processes for executive-level customer cases
Domain
Fintech / Financial Services
Required skills
Team leadership, escalations management, complaint management, operational leadership, data analysis, root cause analysis, cross-functional collaboration, strategic planning, talent development, regulatory compliance knowledge
Preferred skills
Experience in financial services, experience with Series 7/63/24 licenses, experience in high-growth environments
Technologies
None explicitly stated
Responsibilities
Set strategy and standards for resolving complex customer escalations, lead and develop a team of senior specialists, monitor complaint trends and KPIs, partner with Compliance and Legal to address root causes, advise leadership on escalation trends, identify opportunities to improve tooling and processes
Seniority
Senior, hands-on IC with leadership responsibilities