QA/Customer Experience Manager

Position Purpose:

The CX Manager is responsible for the cross-functional management of all quality assurance and client experience improvement initiatives related to an innovative new program designed to assist clients with transportation challenges. The emphasis is on building an environment that is supportive of a Best-in-Class client centric culture and ensures Guides incorporate our core values into their daily job responsibilities. The CX Manager will manage and develop the CX Apprentice/Analysts/ Lead/Supervisor. The CX Manager will support Operations leadership by identifying and communicating performance opportunities, reporting metrics, supplying status, and addressing quality issues with action plans. This role will coordinate all internal/external client satisfaction awareness and measurement programs. The CX Manager will act as key liaison within the quality team, client partners, operations, and numerous stakeholders.

Duties and Respo...