Customer Experience Manager - Ridgeland, MS

BankPlus•Ridgeland, MS

About The Position

The Customer Experience Manager provides strategic leadership and operational oversight for the Customer Experience Center (CEC), including its day-to-day functions, customer experience outcomes, workforce management, and technology administration. The role is accountable for exceptional customer service through effective leadership, operational excellence, process optimization, and technology management. As business owner for contact center technologies, including Genesys and related telephony platforms, the manager ensures systems support service delivery, customer experience objectives, and operational efficiency, working closely with internal business partners, Information Technology, and external vendors. The manager leads subordinate managers, supervisors, and frontline teams; develops staffing and workforce strategies; handles escalated customer issues; and uses customer feedback and operational data to improve service and productivity. The role also maintains the CEC business resumption and continuity plan, oversees payroll reporting, adheres to applicable banking regulations and compliance requirements, and supports referrals to the Mortgage Center and Wealth Management. Frequent work outside regular business hours is required.

Requirements

Bachelor’s degree required.
Ten or more years of similar management experience required.
Strong mentoring and relationship-building skills, with the ability to manage group and interpersonal conflict situations.
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, specifically Excel, Word, and Outlook.
Excellent verbal and written communication skills.
Extensive reading, comprehension, and problem-solving skills.
Ability to make difficult decisions and handle multiple tasks with daily deadlines.
Ability to work outside regular business hours on a frequent basis.

Nice To Haves

Management experience in a call center and/or banking environment is preferred.
Administrative experience with contact center software and telephony applications is preferred.

Responsibilities

Provide leadership that fosters 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.
Oversee 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 resolution of complex customer issues.
Direct workforce management, including forecasting, scheduling, and capacity planning.
Analyze service trends and operational metrics to optimize staffing, improve productivity, and meet or exceed performance goals.
Implement and monitor daily routines, department performance standards, service objectives, and operating procedures.
Communicate team goals, department 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 the business administration of contact center technologies, including Genesys and related telephony platforms, and ensure systems are optimized.
Maintain, test, and document the CEC annual business resumption and continuity plan.
Complete payroll reporting.
Maintain knowledge of Bank products, services, policies, procedures, and relevant regulatory issues, including the Bank Secrecy Act, Privacy Act, Fair Lending Act, and Regulation E.
Complete required compliance training and adhere to the Bank’s standard 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.