Customer Experience Manager
Core
Leading and scaling contact center operations to drive operational performance, organizational capability, and high-quality customer outcomes.
Role type
Senior IC Customer Experience Manager (Contact Center)
Builds
Scalable contact center operations and customer experience strategies
Domain
Logistics and supply chain operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact center operations management, workforce planning, organizational design, team leadership and coaching, performance management, business continuity planning, risk monitoring, cross-functional collaboration, growth strategy execution
Preferred skills
Logistics and supply chain operations knowledge, Lean Six Sigma, project management methodologies, SAP, advanced Excel
Technologies
SAP, Excel
Responsibilities
Lead and manage CX Contact Center operations; Define and execute customer experience strategy; Oversee team structure and workforce planning; Lead, coach, and develop Team Leaders and CX teams; Ensure achievement of service levels, KPIs, and operational targets; Drive continuous improvement initiatives; Develop and implement business continuity plans; Monitor performance trends and implement corrective actions; Collaborate with cross-functional teams; Identify growth opportunities including up-sell and cross-sell initiatives
Seniority
Senior, hands-on IC
