Senior Manager, Customer Experience

Summary

Join our team as a Customer Experience Team Lead, overseeing CX Specialists and Leads, ensuring efficient claims handling, and guiding the team to create the best claims experience in the industry.

Requirements

• 8+ years of progressive leadership experience in growing, managing, and coaching CX teams, with a demonstrated track record in a senior management capacity
• A strategic mindset with a passion for leading within dynamic, fast-paced environments, ideally with experience in scaling operations at a startup or rapidly growing company
• Exceptional interpersonal skills, with an empathetic, patient, and solution-oriented approach to management
• Availability to work on-office at least 2 days per week to strengthen team engagement and culture

Responsibilities

• Lead, inspire, and develop multiple teams of highly skilled CX professionals, ensuring high-quality support for customers across diverse channels and locations
• Conduct regular strategic team and cross-functional meetings on platforms like Zoom, while fostering engagement and collaboration among remote and on-site teams through effective communication on Slack and other channels
• Serve as a senior advocate for customer needs by synthesizing and elevating insights from your team to influence product, engineering, and operations teams, enhancing service standards
• Provide impactful and constructive feedback to direct reports and peers, fostering a culture of continuous growth, high performance, and accountability
• Leverage advanced data analysis to identify high-impact opportunities, drive meaningful projects, and implement scalable improvements across customer service processes
• Oversee QA processes to ensure consistent quality, through weekly support spot checks, as well as feedback sessions, and proactive improvements in service quality
• Analyze and report on comprehensive performance metrics and team KPIs, utilizing insights to shape and drive future strategies, business goals, and customer experience improvements