Manager, Digital CX CRM/Telephony
$102,000–$177,100 year
On-site · New Brunswick, New Jersey, United States or Raynham, Massachusetts, United States
Job Summary
Lead digital customer experience strategy and execution for US Customer Service related to CRM and Telephony platforms; oversee performance, adoption, and optimization of the CRM and Telephony platforms; drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders; develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities; partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs; lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes; ensure compliance with internal controls, data governance standards, and applicable policies; support roadmap development, prioritization, and implementation of digital CX capabilities; prepare and deliver insights, recommendations, and performance updates to leadership.
Required Qualifications
- Bachelors degree in Business, Information Systems, Operations, Analytics, or a related field
- 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions
- Experience leading programs, platforms, or teams focused on digital enablement or CX improvement
- Strong analytical skills with experience leveraging data and insights to drive decisions
- Experience with CRM, Telephony, or digital ordering platforms
- Knowledge of Lean, Six Sigma, or continuous improvement methodologies
- Excellent written, verbal, and presentation communication skills
- Travel: Limited; up to 10%, primarily domestic with limited international travel
- Certifications: Digital CX, analytics, or project management certifications (preferred)
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