Senior Manager of Customer Experience – Absence
ComPsych
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $93,000 - $113,000 per year
Job Level
About the role
- Lead, coach, and develop the customer experience team to achieve individual and team performance goals.
- Train and onboard new team members and support ongoing professional development.
- Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate.
- Assist with training initiatives based on performance trends and data insights.
- Handle escalated customer issues, ensuring timely and effective resolution.
- Identify root causes of customer dissatisfaction to improve the overall customer experience.
- Lead customer experience improvement projects and change initiatives.
- Represent Operations in partnership meetings to address customer concerns and provide operational insights.
- Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements.
- Develop and execute strategies to meet company business goals and enhance service delivery.
- Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership.
- Maintain knowledge base and self-service resources to support customers and internal teams.
- Ensure consistent, professional communication across all customer support channels (phone, email, chat).
- Prepare reports on customer trends, team performance, and improvement opportunities.
- Provide trend analyses regarding customer issues and operational procedures.
- Stay current on the latest industry trends, techniques, and best practices in customer experience and support.
- Perform all other duties as assigned to support the team and organizational goals.
Requirements
- Bachelor's degree required, preferably in Business Administration or related field; Master's degree preferred.
- 5+ years of management experience required; 5+ years of service delivery roles within high-volume call center roles preferred.
- Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements
- Demonstrated success executing complex, cross-functional initiatives in regulated, highly complex, and fast-paced environments
- Proven ability to lead a team, manage escalations, and deliver results under pressure
- Excellent communication skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Self-starter with the ability to multi-task, prioritize, and work autonomously
- Strong problem-solving skills.
Benefits
- Full benefits package, including Paid Time Off (PTO)
- medical, dental, vision
- 401(k) with match
- robust EAP
- wellness program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
KPI monitoringcustomer experience improvementdata analysisreport preparationtrend analysisservice deliveryregulatory complianceproblem-solving
Soft Skills
leadershipcoachingcommunicationmulti-taskingprioritizationautonomyteam managementcustomer issue resolution
Certifications
Bachelor's degreeMaster's degree