Manager of Customer Experience

Job Description

Job Description

The Manager of Customer Experience manages the Customer Experience team, driving customer satisfaction, operational performance, and cross-functional collaboration. This role is accountable for achieving customer and business outcomes by managing team performance, executing against KPIs and SLAs, and supporting team members through coaching and training .

Competencies:

Nimble Learning

Collaboration

Customer Focus

Instills Trust

Action Oriented

Demonstrates Courage

Persuasion

Decision Quality

Manages Conflict

Optimizes Work Processes

Business Insights

Builds Effective Teams

Drives Engagement

Ensures Accountability

Communication

Strategic Mindset

Financial Acumen

Balance Stakeholders

Manages Complexity

Essential Responsibilities:

The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.

• Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives our values every day (Integrity, Dependability, Connection, Action, Growth).

• Manage and develop the Customer Experience team:
  • Maintain an active and visible presence with the team, providing day‑to‑day support and clear communication to build strong, cohesive teams and effective reporting relationships.
  • Implement, and consistently apply standard policies and processes to drive efficiency, clarity, and operational excellence across the team.
  • Model a continuous improvement mindset and actively empower team members to identify opportunities, implement improvements, and drive positive change.
  • Establish clear expectations and measurable performance expectations to ensure accountability for meeting quality, performance, and delivery standards.
  • Manage performance and support career development, including providing timely feedback, coaching, and taking corrective action when necessary.
  • Maintain professional competence and role‑related expertise, staying current on best practices, skills, and knowledge required for effective management.
  • Ensure effective staffing levels by proactively planning for current and future needs, developing succession plans, and actively participating in recruiting and talent selection efforts.
• Manage daily Customer Experience operations, including queue management, escalations, workload balancing, backlog prioritization, and timely resolution of customer issues.
• Manage team performance and service delivery by translating KPIs into clear expectations, monitor trends, leverage leading indicators, and drive accountability to achieve operational goals.
• Analyze performance data and customer outcomes to identify risks, root causes, inefficiencies, and improvement opportunities.
• In collaboration with leadership, identify and implement department initiatives that enhance quality, productivity, and customer satisfaction.
• Evaluate training effectiveness through performance outcomes and continuously improve training content and delivery.
• Champion cross-functional collaboration and process improvement through partnership with Sales, Operations, Scheduling, and Procurement to resolve issues, remove barriers, and optimize workflows.

Minimum Skills, Abilities, and Requirements:

• Bachelor’s degree in Sales, Marketing, Business, or a related field, or equivalent combination of education and relevant experience
• Minimum of 6 years in sales support, customer service, or related field and at least 3 years of people management experience
• Demonstrated ability to provide hands-on, operational management and function as a player/coach when necessary
• Experience managing teams in a KPI-driven environment (SLA, quality, productivity)
• Proven track record of implementing continuous improvement and training projects
• Capable of contributing toward departmental planning and implementing initiates in an independent and timely manner
• Strong written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to customers and/or internal partners
• Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence
• Ability to travel to Trafera or customer sites nationwide, as necessary

Technology and Systems:

• CRM (Hubspot)
• ERP (Infor Suite)
• Microsoft 365
• Google Workspace