Customer Experience Manager - Ridgeland, MS

BankPlus•Ridgeland, MS

About The Position

The Customer Experience Manager provides strategic leadership and operational oversight for BankPlus’s Customer Experience Center (CEC). The role is accountable for day-to-day department functions, customer experience outcomes, workforce management, operational performance, and technology administration, with a focus on service excellence, process improvement, and effective leadership. The manager serves as the business owner for contact center technologies, including Genesys and related telephony platforms, and works with internal business partners, Information Technology, and external vendors to optimize systems and improve customer interactions. The role also oversees employee development and staffing, handles escalated customer issues, maintains the CEC’s business resumption and continuity plan, and supports compliance with Bank policies and regulations. Work outside regular business hours is frequent.

Requirements

Bachelor’s degree required.
Ten or more years of similar management experience; call center and/or banking experience preferred.
Strong mentoring and relationship-building skills, including the ability to manage group and interpersonal conflict.
Highly effective leadership and analytical skills; organized, reliable, and results-driven.
Ability to develop and oversee results-oriented training and professional development programs for frontline team members.
Ability to manage many employees and projects simultaneously.
Ability to deal directly with vendors and internal and external customers as needed.
Advanced computer and typing experience, including Microsoft Office Suite applications such as Excel, Word, and Outlook.
Excellent verbal and written communication skills.
Extensive reading, comprehension, and problem-solving skills.
Ability to work outside regular business hours frequently.
Ability to make difficult decisions and handle multiple tasks with daily deadlines.

Nice To Haves

Administrative experience with contact center software and telephony applications.
Call center and/or banking management experience.

Responsibilities

Provide leadership that promotes engagement, accountability, continuous improvement, and service excellence.
Develop and execute strategies to improve customer experience, employee engagement, and operational effectiveness.
Mentor, develop, coach, and guide team members and frontline leaders.
Manage subordinate managers and supervisors, including leadership development and succession planning.
Develop and maintain the CEC organizational structure, including interviewing, hiring, onboarding, training, coaching, recognition, performance management, workflow design, and staffing strategies.
Set goals, performance expectations, and accountability measures for team members and leaders.
Handle escalated customer complaints and oversee complex customer issue resolution.
Direct workforce forecasting, scheduling, and capacity planning; analyze trends and metrics to optimize staffing and productivity and meet service goals.
Implement and monitor daily routines, performance standards, service objectives, and operating procedures.
Communicate team goals, initiatives, project updates, and performance results.
Analyze customer feedback, service trends, and operational data to identify improvement opportunities.
Serve as an after-hours escalation point for employee and operational issues.
Own contact center technologies, including Genesys and related telephony platforms, and ensure they support service delivery, customer experience, and operational efficiency.
Maintain, test, and document the CEC annual business resumption and continuity plan.
Handle payroll reporting.
Maintain knowledge of Bank products, services, policies, procedures, and applicable regulatory matters; complete compliance training and follow the Bank’s standards of conduct.
Participate in the bank’s High-Performance Rewards Connections program.
Make referrals to the Mortgage Center and Wealth Management.
Perform other duties as assigned.