Customer Experience Manager

3+ years in management experience in a call center or customer operations environment with a strong focus on customer service

Experience using call monitoring and quality assurance tools

Demonstrated success in pipeline and workflow management

2+ years of financial services industry experience required; mortgage industry experience required

Strong working knowledge of applicable federal, state, and local regulatory requirements

Advanced proficiency in Microsoft Office applications, including Excel, Access, Word, and Power Point

Lead, coach, and develop a team focused on delivering exceptional customer experiences across end‑to‑end service workflows

Track, measure, and report on key customer experience performance indicators (KPIs), including Net Promoter Score (NPS) and Customer Satisfaction (CSAT)

Analyze customer feedback and operational data to identify trends, root causes, and opportunities to improve the customer journey

Translate complex data and insights into clear, actionable recommendations for cross‑functional stakeholders

Partner closely with internal teams to ensure customer pain points are identified, prioritized, and addressed

Lead cross‑functional initiatives to implement process improvements and system enhancements that positively impact customer experience

Manage and monitor operational queues and workflows to ensure efficiency, quality, and service‑level adherence

Oversee daily staffing and queue management, including schedules, shifts, specialty skills, time off, meetings, and training

Coordinate across departments to ensure consistent execution of processes and service standards

Effectively allocate resources by identifying performance trends, operational risks, and opportunities for improvement

Design and implement innovative, efficient processes to reduce cycle times and improve service quality

Support, recommend, and implement technology and automation initiatives

Routinely review individual and team performance metrics, providing coaching and feedback to drive continuous improvement

Perform additional related duties as assigned

Demonstrate behaviors aligned with organizational values, culture, and customer‑centric principles