Manager, Client Experience

Job description

**Purpose in Every Position** Pebl puts a world of talent at your fingertips. With our AI-powered Global Work Platform™, companies can hire, pay, and manage employees in 185+ countries—removing risk, red tape, and guesswork from global growth. Backed by more than a decade of compliance leadership and local expertise, Pebl helps businesses move fast, stay compliant, and scale with confidence. With Pebl, companies everywhere can hire great talent anywhere. **Where Your Work Moves the Needle.** At Pebl, every team member drives our success. Joining us means more than filling a role—you’re accountable for results and impact. Our values guide how we operate, execute, and collaborate across borders. By putting them into action, you’ll help us scale faster, compete harder, and lead the future of global work. **What Makes You a Great Fit** As a Client Experience Manager at Pebl, you will lead a team of HR Specialists responsible for delivering a seamless, high-quality experience across customer and employee touchpoints. Operating within a unified global experience function, you will own team performance, quality, and operational excellence for your assigned region. You’ll balance hands-on operational leadership with strategic thinking—proactively identifying opportunities, mitigating risks, and driving continuous improvement across the experience journey. You will play a critical role in shaping how Pebl delivers consistent, scalable, and human-centered experiences worldwide. **How You’ll Make an Impact:** *Global Experience Ownership* - Own and drive team performance within a unified global experience model, ensuring consistent, high-quality outcomes. - Act as the voice of the customer and supported employee by identifying and addressing systemic experience gaps. - Translate company strategy into clear team priorities, actionable plans, and measurable outcomes. *Leadership & Team Development* - Build, lead, and develop a high-performing team of HR Specialists. - Conduct regular 1:1s to review performance, provide coaching, and support career growth. - Set clear expectations and hold team members accountable to performance, quality, and behavioral standards. - Mentor emerging leaders and strengthen leadership capabilities across the team. *Operational Excellence & Quality* - Oversee day-to-day operations, ensuring effective prioritization, SLA adherence, and consistent service delivery. - Conduct ongoing quality assurance (QA) reviews to uphold support standards and identify coaching opportunities. - Identify operational risks and gaps, implementing solutions to maintain stability and improve performance. *Performance & Metrics* - Own and monitor key performance metrics, including CSAT, response and resolution times, quality, and productivity. - Use data and insights to identify trends, drive accountability, and inform decision-making. - Foster a metrics-driven culture, ensuring the team consistently meets or exceeds established targets. *Cross-Functional Impact* - Partner with internal teams to resolve issues, improve workflows, and reduce friction across the customer and employee experience journey. - Support and execute cross-functional initiatives led by senior leadership to advance key business priorities. *Change & Continuous Improvement* - Lead and support change initiatives while modeling adaptability in a fast-paced, evolving environment. - Proactively identify opportunities and risks, driving improvements to processes, documentation, and tools that enable scalability and long-term success. **Let’s Connect If You Have:** - Proven experience leading teams in customer experience, HR operations, service delivery, or similar environments. - A strong track record of driving performance, accountability, and operational excellence. - Experience working in global or cross-regional environments. - Excellent coaching, people development, and leadership skills. - The ability to navigate ambiguity and lead through change with confidence. - A strong analytical mindset and experience using data to drive decisions. - Exceptional communication, collaboration, and stakeholder management skills. **Our Commitment to You** At Pebl, we’re committed to supporting our team with comprehensive rewards and benefits designed to meet diverse needs across roles and locations. Our core offerings include: - **Flexible Time Off** – Take the time you need to recharge. - **Parental Leave** – Support for growing families. - **Health and Dental Insurance** – Where applicable, to cover you and your loved ones. - **Retirement Savings + Employee Incentive Plan** – Plan for the future while sharing our success. Please visit our career page for [more information](https://hellopebl.com/company/careers/). **Pebl is an Equal Opportunity Employer.** We power global teams and believe diverse perspectives drive innovation and impact. Employment decisions at Pebl are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. We’re committed to fostering an inclusive culture where every teammate can thrive and do the best work of their career—anywhere in the world.