Manager Customer Experience Center

APS•Phoenix, AZ

11d•Hybrid

About The Position

The Customer Experience (CX) Center Manager provides leadership, direction, and operational oversight for customer service activities focused on delivering an efficient, high-quality customer experience across voice, chat, email, and escalation channels. This role is responsible for day-to-day operational performance, workforce leadership, service delivery, and continuous improvement initiatives that enhance customer satisfaction and operational effectiveness. The manager plays a key role in translating strategic objectives into operational execution by advancing tools, technologies, analytics, and process improvements to support evolving customer experience capabilities. This position also drives incremental operational transformation within the CX organization, helping prepare the business for enterprise-wide initiatives such as Contact Center as a Service (CCaaS), AI-enabled solutions, enhanced performance measurement, and digital customer engagement strategies. Additionally, the role collaborates cross-functionally with internal stakeholders to optimize workflows, improve team performance, and ensure organizational readiness for future CX innovations.

Requirements

Bachelors in Business, Communications or related degree plus eight (8) years related experience or equivalent work experience of twelve (12) years.
Three (3) years of supervisory/management experience.
Significant knowledge in Call Center Technologies (Automatic Call Distributors, Interactive Voice Response, Predictive Dialer, Call Forecast/Staffing Scheduler, etc.) and Customer Operations business processes.
Project management expertise with large, complex projects.
Demonstrated oral, written and presentation communication skills; high quality interpersonal and people management skills.

Nice To Haves

Utility experience is preferred.
Strong operational leadership in contact center environments.
Demonstrated ability to drive continuous improvement and small-to-medium scale change.
Experience implementing tools or process changes within operations.
Comfort working with data, analytics, and emerging technologies (ex. AI tools).
Strong leadership development and coaching capability.
Ability to translate strategy into practical operational execution.

Responsibilities

Lead day-to-day CX Center operations across calls, chat, email, and escalations.
Deliver performance across service levels, responsiveness, productivity, quality, compliance, customer satisfaction, and complaint resolution.
Drive consistent execution across teams, channels, and shifts, and implement improvements that increase efficiency and customer experience.
Lead process simplification, knowledge management, and channel optimization to reduce repeat contacts and improve digital containment.
Drive adoption of tools that improve agent and leader effectiveness, including AI assist, reporting, analytics, and quality frameworks.
Turn VOC insights, escalations, and contact drivers into prioritized improvement actions in partnership with process improvement teams.
Hire, develop, and motivate leaders and staff; manage performance, promotions, and engagement.
Build a high-performing, customer-focused culture through coaching, accountability, and frontline leadership development.
Prepare teams for evolving ways of working by strengthening adaptability, data fluency, and comfort with digital tools across remote and onsite environments.
Lead practical adoption of AI and analytics in daily operations, including Copilot or agent-assist tools.
Identify high-value automation and AI use cases that improve agent efficiency, consistency, customer effort, and resolution.
Provide operational feedback to shape future capabilities and ensure teams use tools and insights effectively.
Manage outsourced partner performance across service levels, quality, customer outcomes, and cost.
Ensure alignment to CX standards and a consistent customer experience across internal and external teams.
Support partner readiness as operating models evolve.
Track, analyze, and communicate key operational metrics and trends.
Connect operational performance to customer outcomes and provide clear, actionable insights to leadership.
Partner with analytics teams to improve visibility into performance drivers and gaps.
Serve as a key operational partner to enterprise initiatives such as CCaaS, AI, and digital expansion, ensuring CX needs are represented.
Support pilots, testing, rollout activities, and operational readiness while identifying process gaps, risks, and dependencies.
Prepare teams to adopt new tools and processes effectively.
Manage budget and optimize resource allocation.
Balance cost efficiency with service quality and customer experience.
Identify productivity opportunities and optimize staffing models.