Senior Manager - Customer Experience & Quality

Senior Manager - Customer Experience & Quality

What You'll Do:

As the Senior Manager - Service Quality & Customer Experience, you will guide a team dedicated to delivering the best customer experience. Your responsibilities will include:

- Improving the quality of customer interactions through effective hiring, quality management, training, and process re-engineering.

- Listening to customer feedback from all channels and generating insights to identify and fix root causes.

- Enhancing system experience and driving a culture of RCA across the organization.

- Managing customer communication and digital experience throughout the customer lifecycle.

- Assisting the operations team with innovative methods to improve customer experience.

- Planning and managing training programs for associates.

- Taking full responsibility for knowledge and content management of documented processes.

- Executing training tasks and assignments on short notice.

- Performing constant benchmarking of processes across the industry to enhance internal systems and processes.

- Conducting end-to-end UAT with product and tech teams.

- Managing automated customer communication and ensuring it is updated and relevant.

- Continuously improving CRM and other tools used by the customer service team.

- Owning all customer communication happening through the contact center.

- Driving innovation and a culture of experimentation.