Customer Experience Manager

Grambling State University • Grambling, LA

13d

About The Position

The Customer Experience (CX) Manager oversees the University’s frontline customer experience operation and supports consistent, high-quality service to students. The role supervises Tier 1 support personnel; manages student escalations, callbacks, follow-up, and resolution coordination; and works with University departments. The manager also supports Student Success Center operations, delivers ongoing training, and uses technology and service data to improve the customer experience.

The position manages daily frontline operations, including staff scheduling, coaching, and service expectations. It supports the CX software stack, monitors customer satisfaction and operational measures, analyzes service trends, and coordinates CX projects and cross-functional initiatives.

Requirements

• Bachelor’s degree or equivalent relevant experience.
• Experience in customer service, student services, contact center operations, help desk, or a related service environment.
• Experience supervising, coaching, or leading employees.
• Strong communication, organization, and problem-solving skills.
• Experience using data and reporting to monitor service performance and identify improvement opportunities.
• Ability to manage sensitive and confidential information.
• Ability to learn and effectively use multiple technology platforms.

Nice To Haves

• Experience in higher education or customer experience operations.
• Experience with case-management, CRM, ticketing, or contact-center platforms.
• Experience with SolarWinds Service Desk, Microsoft Outlook/Microsoft 365, or similar enterprise platforms.
• Experience using customer experience metrics including CSAT, Net Promoter Score (NPS), first-contact resolution, resolution time, and customer effort.

Responsibilities

• Manage daily frontline operations, Tier 1 staff, scheduling, coaching, and service expectations.
• Manage escalated student cases, callbacks, follow-up, and coordination of resolutions.
• Deliver CX training, coach employees, and monitor service quality.
• Support the CX software stack and monitor CSAT, NPS, and operational data.
• Analyze service trends and identify opportunities for continuous improvement.
• Support Student Success Center operations.
• Coordinate CX projects and cross-functional initiatives.

What This Job Offers

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