Senior Manager, Customer Experience - Absence
About The Position
The Senior Manager of Customer Experience leads the customer experience team to deliver exceptional service, enhance customer satisfaction, and ensure efficient handling of customer calls. This role is responsible for facilitating and collaboratively resolving complex service issues directly with clients, partners, or customers. The position combines people management, process improvement, and cross-functional collaboration to drive operational excellence and create a consistent positive customer experience. The Senior Manager serves as both a leader and a partner, promoting best practices, coaching team members, and identifying opportunities to improve service delivery and client outcomes.
Requirements
- Bachelor’s degree required, preferably in Business Administration or related field; Master’s degree preferred.
- 5+ years of management experience required; 5+ years of service delivery roles within high-volume call center roles preferred.
- Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements
- Demonstrated success executing complex, cross-functional initiatives in regulated, highly complex, and fast-paced environments
- Proven ability to lead a team, manage escalations, and deliver results under pressure
- Excellent communication skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Self-starter with the ability to multi-task, prioritize, and work autonomously
- Strong problem-solving skills
- Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
- Ability to be present on camera during work-related trainings, meetings, and/or events
- Must be able to sit or stand at a desk for prolonged periods while working on a computer
Nice To Haves
- Master’s degree preferred.
- 5+ years of service delivery roles within high-volume call center roles preferred.
Responsibilities
- Lead, coach, and develop the customer experience team to achieve individual and team performance goals.
- Train and onboard new team members and support ongoing professional development.
- Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate.
- Assist with training initiatives based on performance trends and data insights.
- Handle escalated customer issues, ensuring timely and effective resolution.
- Identify root causes of customer dissatisfaction to improve the overall customer experience.
- Lead customer experience improvement projects and change initiatives.
- Represent Operations in partnership meetings to address customer concerns and provide operational insights.
- Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements.
- Develop and execute strategies to meet company business goals and enhance service delivery.
- Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership.
- Maintain knowledge base and self-service resources to support customers and internal teams.
- Ensure consistent, professional communication across all customer support channels (phone, email, chat).
- Prepare reports on customer trends, team performance, and improvement opportunities.
- Provide trend analyses regarding customer issues and operational procedures.
- Stay current on the latest industry trends, techniques, and best practices in customer experience and support.
- Perform all other duties as assigned to support the team and organizational goals.
Benefits
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
