Job Description
Role OverviewWe're looking for a Customer Experience (CX) Manager to lead a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across our global Support organization.
This position directly manages QA and Support Analytics teams.Key ResponsibilitiesLead and Develop a High-Performing CX TeamProvide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions.Set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement.Own CX Strategy and Roadmap for SupportTranslate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap.Prioritize initiatives that improve both customer experience and efficiency across channels and regions.Drive Insights, Analytics, and Workforce PlanningOversee the CX Data Analyst and Workforce Planning Analyst Sr. in building forec...
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