Lead Customer Service Experience Manager
Core
Lead complex customer escalations, analyze trends to identify root causes, and develop resolution strategies to improve customer experience and processes.
Role type
Senior IC customer experience manager (escalations)
Builds
Improved customer care processes, quality, and customer satisfaction
Domain
Life sciences / Clinical trials / Customer care
Deliverable
dashboards & analysis
Required skills
Escalation management, root cause analysis, risk management, process improvement, stakeholder management, team leadership, data analysis, strategic planning
Preferred skills
LEAN, ITIL, Agile
Technologies
Microsoft Office
Responsibilities
Lead complex customer escalations from identification through resolution; Analyze escalation trends and translate findings into actionable recommendations; Develop and implement resolution strategies; Review business analysis reports to prioritize risks; Partner with stakeholders to provide risk assessments and impact analyses; Train and mentor Customer Service Experience Coordinators and Managers
