Customer Experience & Complaint Resolution Manager

Aqua Finance, Inc. • Charlotte, NC

3d • 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

Benefits

• Flexible and consumer-friendly financing programs
• Values deeply rooted in a midwestern culture that cares about you as an individual
• We succeed when you succeed and celebrate what you bring to Aqua
• Say “Yes” to helping you succeed!
• Aim to be a first-choice employer

What This Job Offers

• Job Type: Full-time
• Career Level: Manager