Sr. Manager, Customer Experience Insights & Excellence
$150,000–$181,250 year
On-siteCharlotte, North Carolina, United States
Job Summary
Lead the Customer Experience Insights & Excellence department by setting strategic direction for Customer Experience Insights and Excellence. Own the Voice of the Customer program to ensure insights influence company-wide decisions and oversee survey administration for all customer-facing programs. Define quality standards for contact center operations, manage calibration processes for evaluators, and deliver actionable insights to improve NPS, CSAT, and overall customer satisfaction. Partner with cross-functional teams to align on CX goals and drive continuous improvement initiatives while ensuring compliance with data governance best practices. Based in Charlotte, NC, this role requires 4-5 days in the office with 10-25% travel time.
Required Qualifications
- 10+ years of experience in customer experience, customer support, or contact center quality program management roles
- 2+ years of customer experience, customer support, or contact center quality leadership experience
- 2+ years of experience working with contact center vendors/outsourcing
- Proven leadership experience managing multi-functional areas or programs
- Strong analytical skills with expertise in data visualization and reporting tools
- Excellent communication and stakeholder management skills
- Familiarity with VoC platforms, survey tools, and contact center technologies
- Experience working with BPO partners
- Fundamental understanding of contact center metrics
- Strong verbal and written communicator & relationship-builder
- Natural cross-functional collaborator
- Passion for, and a drive to positively impact, the customer experience
- Ability to turn data/anecdotal feedback into impactful change
- Experience working with Customer Support quality management tools
- Bachelor's degree in relevant field of study (or equivalent experience)
- Valid driver's license
- Must be available for 4-5 days per week in the office
- Must be able to travel approximately 10%-25% of the time
- Must be 18 years of age or older
Desired Qualifications
- Training/facilitation background
- Six Sigma or similar process improvement certification
- Automotive or tech industry experience
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.