CX Case Management Lead

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.

DUTIES AND RESPONSIBILITIES:

• Primarily responsible for overseeing, leading and evaluating the effectiveness of customer impacting workflows. 

• Align and collaborate with Operations and Voice of the customer teams to understand and resolve customer pain points and challenges

• Champion customer experience impr...