Sr Manager, Customer Experience & Assurance

Valley Bank • Wayne, NJ

19h

About The Position

Responsibilities include but are not limited to:
Lead Quality Assurance strategy, execution, and calibration to ensure
consistent, compliant, high quality customer interactions across all
channels.
Oversee escalations, complaints, special servicing, and social media care,
ensuring timely, accurate, and risk aware resolution.
Analyze quality, complaint, NPS, and Voice of the Customer insights to
identify root causes, reduce repeat issues, and improve processes and
customer experience.
Embed quality and escalation insights into coaching, training, and knowledge
resources through close partnership with Learning & Development.
Lead the Support Leader function to provide frontline decision support and
guidance.
Partner cross-functionally with Product, Technology, Operations, and Service
teams to influence policy, process, and knowledge improvements.
Support Customer Care leaders with data driven insights, performance
governance, and coaching enablement.
Champion a culture of accountability, inclusion, engagement, and continuous
improvement.

Requirements

• Strong knowledge of bank products, service and procedures.
• Proficient knowledge of customer care operations, quality management, and service channel strategy.
• Strong leadership capability with experience leading managers and multi disciplinary teams.
• Expertise in performance analytics, quality frameworks, and learning enablement.
• Ability to influence cross functional stakeholders and executive partners.
• Excellent written and verbal communication skills.
• Strong decision making, change leadership, and problem solving skills.
• Ability to demonstrate sound decision-making skills.
• High School diploma or GED equivalent and a minimum of 5 years of customer service or operations experience with 5 years in a supervisory role.

Nice To Haves

• Banking, financial services, or regulated industry experience.
• Experience overseeing quality assurance, training, or performance enablement functions.
• Experience supporting multi channel service environments (call center, digital, social).

Responsibilities

• Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels.
• Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution.
• Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience.
• Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development.
• Lead the Support Leader function to provide frontline decision support and guidance.
• Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements.
• Support Customer Care leaders with data driven insights, performance governance, and coaching enablement.
• Champion a culture of accountability, inclusion, engagement, and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED