Customer Experience Manager

We are seeking a Customer Experience Manager to lead a regional Customer Care team and drive a customer-first culture. The successful candidate will be responsible for managing daily operations, setting departmental goals, and driving change to deliver exceptional service.

Requirements

• Lead, mentor, and support Customer Support leader and their team.
• Foster a high-performance culture focused on accountability, collaboration, customer focus, and continuous improvement rooted in trust.
• Conduct regular coaching, performance reviews, and career development planning.
• Manage daily operations of the regional customer care team, ensuring service levels, KPIs, and quality standards are met.
• Proactively address obstacles and collaborate with regional counterparts and other departments to ensure service level targets are met.
• Support workforce planning, onboarding, and professional development initiatives.
• Act as the point of contact for complex customer issues and escalation, working closely with internal teams to address issues or escalate further if necessary.
• Collaborate with business leaders to gain insight into upcoming needs and provide visibility into both short-term and long-term strategies.
• Proactively mentor and support personal growth.
• Engage in collaborative discussions, meetings, and process improvement initiatives with the Process and Technology Team.
• Promote and lead change initiatives, coaching the team through transitions.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.

Benefits

• Competitive salary and benefits package