Sr Manager, Customer Experience

SVP Worldwide•Nashville, TN

7h•Hybrid

About The Position

As Senior Manager of Customer Experience you will lead a team to deliver exceptional customer experiences while driving revenue through proactive, value-driven interactions. Your role centers on execution, team development, and operational excellence. In this critical role, you will drive customer-focused digital strategies to improve enhance engagement, optimize customer journeys, and ensure exceptional satisfaction. Reporting to the Senior Director, Global eCommerce, the Senior Manager of Customer Experience will oversee the transformation of tools, platforms, and technologies to deliver world-class experiences while leading the strategy, execution, and delivery of all customer support services.

Requirements

Bachelor’s degree in business management or related field
Proven experience (8+ years) in customer experience, support transformation, or related leadership roles
A sales-minded focus to close incremental revenue while maintaining strong trust
Professional customer service experience, call center experience preferred
Strong analytical skills with a focus on data-driven decision making and performance tracking
Experience with contact center platforms: Salesforce Service Cloud, 8x8, Shopify, Smartsheet, MS office Suites, SharePoint, etc.

Nice To Haves

Experience with AI and other emerging technologies is highly desirable

Responsibilities

Build, mentor, and lead a high-performing team of customer experience professionals and foster a culture of innovation and customer focus
Lead the development of comprehensive playbooks and training resources to empower teams and drive organizational excellence
Serve as the voice of the customer in executive discussions and ensure customer-centricity remains a top priority throughout the organization
Lead and optimize customer experience operations across multiple channels including voice, chat, email, and digital support
Develop and execute a comprehensive customer experience strategy aligned with the organizational objectives and customer needs
Manage the operations of a remote call center environment / customer service team, adjusting staff levels to maintain optimal service levels
Analyze customer journeys across all touchpoints and implement improvements to maximize engagement, retention, and satisfaction
Drive the adoption of cutting-edge technologies, including AI, automation, and personalization to enhance the digital experience
Leverage customer support operations to drive conversion and foster repair purchase behavior by delivering personalized, high-quality interactions that build trust, loyalty, and long-term customer relationships
Oversee social media responses to elevate customer interactions by ensuring inquiries and concerns are addressed promptly and consistently to reflect the brands’ voices and values
Manage vendor relationships by monitoring costs and utilization of any vendor relationships assigned to the department
Collaborate across multiple departments (e.g., eCommerce, Operations, Marketing, Sales, and Product development) to ensure seamless integration of solutions and consistency in messaging
Leverage analytics and feedback to monitor performance and metrics, identify opportunities for growth and measure ROI
Develop and monitor KPIs across multiple teams including third-party vendors
Provide strategic oversight of escalations and actively manage high-priority support cases to ensure timely resolution and exceptional customer outcomes
Prepare and oversee operational budgets to report performance of the department against budget