Customer Experience Manager

Overview

The Customer Experience Manager is a strategic role responsible for driving the digital transformation of our customer contact channels. Your mission is to optimize operational efficiency and enhance customer experience by implementing and managing AI-powered solutions (e.g., Voicebots, Chatbots) and maximizing the utility of our Customer Service processes. While leading a team of Customer Service Representatives, your primary focus will be on leveraging technology and data analytics to scale support, improve automation rates, and ensure the seamless operation of human agents and digital channels within defined processes.

• Digital Channel Optimization & AI Implementation (Primary Focus)
• Lead the strategic implementation and deployment of conversational AI tools (Chatbots, Voicebots) and automated routing systems to maximize first-contact resolution through digital channels.
• Monitor and analyze automated channel performance metrics and implement continuous iteration strategies to enhance AI accuracy and effectiveness.
• Collaborate closely with Product and IT teams to translate operational needs into technical requirements for CRM, ACD, and AI feature development.

• Data-Driven Performance & Systems Management
• Utilize advanced analytics from CRM and Call Detail Records (CDR) to identify systemic bottlenecks and drive efficiencies.
• Define and audit Quality Assurance (QA) standards for both human agents and automated outputs, ensuring compliance and high data quality across all interactions.
• Track and evaluate key operational KPIs, focusing on metrics impacted by technology deployment and human actions.

• Team Leadership & Agent Enablement
• Supervise, mentor, and motivate a team of CSRs, shifting the focus from transactional management to complex problem resolution and technical troubleshooting.
• Lead training initiatives focused on agent-technology operation, ensuring the team is expert at utilizing and troubleshooting contacts initiated or supported by AI/automation.
• Execute weekly coaching sessions that focus on data interpretation, service recovery, and utilizing CRM/knowledge bases efficiently.
• Manage day-to-day team logistics, ensuring optimal staffing to handle volume overflow and complex escalated cases.

• 5+ years of operational experience in a Contact Center, Service Delivery, or Customer Experience (CX) role, with a strong emphasis on technology.
• Minimum 2 years of direct people-management or lead experience focused on system administration, quality assurance, or technology adoption.
• Required:
  
  High School Diploma or GED equivalent.