Manager Customer Experience Center

The Customer Experience (CX) Center Manager provides leadership, direction, and operational oversight for customer service activities focused on delivering an efficient, high-quality customer experience across voice, chat, email, and escalation channels. This role is responsible for day-to-day operational performance, workforce leadership, service delivery, and continuous improvement initiatives that enhance customer satisfaction and operational effectiveness.

The manager plays a key role in translating strategic objectives into operational execution by advancing tools, technologies, analytics, and process improvements to support evolving customer experience capabilities. This position also drives incremental operational transformation within the CX organization, helping prepare the business for enterprise-wide initiatives such as Contact Center as a Service (CCaaS), AI-enabled solutions, enhanced performance measurement, and digital customer engagement strategies. ...