Customer Experience Manager

Job description

We’re looking for a Customer Experience Manager who will champion service excellence across every customer touchpoint. In this role, you’ll design and lead training and quality programs that turn customer insights into consistent, empathetic, and high-quality experiences. You’ll use data, coaching, and cross-functional collaboration to raise service standards, develop frontline talent, and embed a strong customer-centric culture across the organization. KEY RESPONSIBILITIES Training & Enablement Design and deliver training programs focused on empathy, communication, problem-solving, and service recovery. Continuously improve training based on performance data and customer feedback (NPS, CSAT, CES). Ensure training initiatives align with business goals and service standards. Quality Assurance & Standards Establish and maintain service quality frameworks and evaluation guidelines. Monitor interaction quality, identify gaps, and drive corrective actions to improve consistency and compliance. Performance & Insights Analyze customer feedback and operational metrics to identify trends and opportunities. Translate insights into actionable improvements in training, processes, and service delivery. Track and report the impact of CX initiatives. Coaching & Development Provide structured coaching and action plans to frontline teams and leaders. Strengthen service recovery, soft skills, and accountability to build a customer-centric culture. Cross-Functional Collaboration Partner with HR, Operations, and other teams to embed consistent customer experience standards across the organization. Support leadership-driven CX and quality improvement initiatives. QUALIFICATIONS What we’re looking for: Bachelor’s degree or equivalent experience in Customer Experience, Training, Quality, or Customer Service leadership Strong experience using customer feedback and performance metrics to drive action Proven coaching, leadership, and stakeholder-management skills Analytical, organized, and highly customer-focused Experience with CRM and customer feedback platforms is a plus Company Description: Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.