Manager, Client Experience - Processes & Systems

As the Manager of Client Experience - Processes & Systems, you will serve as a strategic advisor to the Senior Manager while maintaining hands-on involvement in critical initiatives and day-to-day operations. You will lead a team of 3-5 direct reports, developing their skills while driving high-impact projects across the CX organization. This role identifies strategic opportunities to improve key metrics including solves per productive hour, resolution time, client re-reach out rate, and AI ticket containment. This position flexes between different pillars of the organization, providing leadership support where needed in Knowledge & Content, AI Experiences, Special Projects, or CX Systems. You will drive the strategy and execution of complex, cross-functional initiatives that span multiple CX Operations domains and lead comprehensive knowledge management strategies across internal and external platforms, optimizing content for both human and AI consumption. Act as a champion for the advancement of AI tools and applications within our CX ecosystem, ensuring effective implementation and continuous improvement.