Customer Experience Manager

One of the nation’s leading mortgage lenders is seeking a Customer Experience / Mortgage Call Center Manager to lead and develop a high‑performing team within its Mortgage Fulfillment Division
.

This role is ideal for a hands‑on leader who thrives in fast‑paced call center environments and is passionate about delivering best‑in‑class customer experience through data, coaching, and process improvement.

• Lead, coach, and develop a team of Customer Experience Specialists
• Manage and optimize call center queues
  , schedules, and pipeline performance
• Monitor and improve key CX metrics including NPS and CSAT
• Analyze customer feedback and operational data to identify trends and improvement opportunities
• Collaborate cross‑functionally to implement process and technology enhancements
• Ensure compliance with mortgage regulations and internal standards
• Drive service quality, productivity, and operational efficiency

• Proven call center management experience
  , ideally within mortgage or financial services
• Strong background in queue management, workforce adherence, and performance metrics
• Experience leading teams through coaching, feedback, and performance improvement
• Ability to translate data into actionable insights

Contract to hire position – Pay is up to $36/hr based on experience.

Seniority level:
Not Applicable

Employment type:

Full‑time

Job function:
Customer Service and Management