Customer Experience Manager

Responsibilities:

• Oversee delivery of services across assigned portfolio, managing end-to-end contract deliverables.
• Proactively manage customer experience across the lifecycle of core offerings, ensuring quality and consistency.
• Forecast, track, and report on all recurring service-based customer engagements, driving adherence to best practices.

Qualifications:

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent work experience.
• Minimum seven years of experience in operations or engagement management.
• Familiarity with call flows, network designs, and basic Cisco routing/switching.
• Strong organizational skills, excellent communication, and proficiency in Service Now.

Benefits & Culture:

• Comprehensive benefits: medical, dental, vision, HSA, 401(k) with match, unlimited PTO, paid holidays.
• Hybrid/remote work, paid bonding leave, employee discounts, and access to EAP.
• Additional offerings: accident, critical illness, long-term care, hospital indemnity, legal and identity theft protection.

Work Environment:

• Remote role with duties performed from home; travel and overtime may be required.
• Team of 1,000+ experts with a customer-obsessed culture and 86 Employee Net Promoter Score.
• Equal Opportunity Employer committed to diversity and inclusion.