Customer Experience & Complaint Resolution Manager

Aqua Finance•Charlotte, NC

1d•Onsite

About The Position

The Customer Experience & Complaint Resolution Manager leads a blended team of Customer Experience Specialists and Complaint Resolution Specialists, driving exceptional service delivery, efficient complaint resolution, and strong operational performance. This role oversees day-to-day contact center and complaint operations while contributing to long-term strategy, continuous improvement, and the adoption of AI-enabled tools. The ideal candidate brings deep contact center and complaint management expertise, strong analytical and critical thinking skills, and a proactive, solutions-oriented mindset to improve customer interactions and outcomes.

Requirements

Bachelor’s degree in related field, or equivalent work experience required
5 years of Operational or Customer Service (preferably Call Center) experience in increasingly elevated roles required
2 years of people management experience required
Strong knowledge of contact center operations, customer experience methodologies, and complaint management practices
Excellent analytical, problem-solving, and critical thinking skills
Strong verbal and written communication skills
High attention to detail and accuracy
Proficiency in Microsoft Office Suite
Ability to thrive in a fast-paced, evolving environment

Nice To Haves

Bilingual (English and Spanish) candidate preferred
Experience working with or supporting AI tools in a contact center environment strongly preferred
Financial services industry experience preferred

Responsibilities

Lead, coach, and develop a blended team to achieve key performance metrics including SLA, AHT, QA, productivity, NPS, complaint timeliness, and resolution quality
Oversee daily contact center and complaint operations to ensure consistent, high-quality, and compliant customer outcomes
Manage complaint intake, triage, prioritization, and assignment to ensure timely and accurate resolution
Conduct quality reviews of calls and written complaint responses; provide coaching and ensure adherence to quality and regulatory standards
Analyze operational data, complaint trends, and customer feedback to identify root causes and drive process improvements
Leverage AI-enabled tools to enhance insights, optimize workflows, support trend analysis, and improve quality outcomes
Support adoption and expansion of AI capabilities, including training, user enablement, pilots, and rollout initiatives
Partner cross-functionally with Training, Quality, Technology, Operations, Compliance, and Legal to improve processes and customer outcomes
Identify gaps, propose solutions, and independently drive performance and process improvements
Perform core people leadership responsibilities including hiring, onboarding, performance management, and coaching
Communicate policy updates, procedural changes, and system enhancements effectively
Maintain accurate documentation, ensure adherence to controls, and proactively escalate risks or systemic issues