Customer Experience Manager

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit

Customer Experience Manager oversees a team of customer service agents, ensuring compliance with company policies and high-quality service. Responsibilities include monitoring performance, providing feedback, and arranging training when needed.

Full-time, in office

Salary range: $60,

• Develops, tracks and reports key performance measurements for the unit.
• Develops and implements process and procedures to improve operational efficiency.
• Oversees cross functional work areas targeted to resolve issues raised by customers.
• Manages the customer service operations, which deals directly with customers and is the first point of contact.
• Other duties as assigned.

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.
• Knowledge of general office equipment (copier, fax, phone systems, etc.).
• Knowledge of typical business correspondence (grammar, structure, punctuation, spelling, etc.) at a proficient level.
• Knowledge of conflict resolution techniques at a proficient level.
• Professional communication skills (phone, interpersonal, written, verbal, etc.).
• Professional customer service skills.
• Self-motivated, proactive, detail oriented and a team player.
• Time management and time critical prioritization skills.

• Bachelors Degree Preferred
• Call Center Management experience preferred
• HOA Management experience preferred
• 5–7 years of directly related or closely related experience
• 3–5 years of Management and/or Supervisory experience

• Typical office environment

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.