Supervisor, Customer Experience

Conduent

Lead and develop a remote customer experience team at Conduent, overseeing SLAs and performance. Ensure operational excellence and maintain service quality for positive customer experiences.

Posted 5/9/2026full-timeRemote • Iowa • 🇺🇸 United StatesMid-LevelSenior💰 $42,427 - $55,100 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop a team of 30–45 remote associates to meet and exceed performance goals
Monitor, manage, and drive adherence to daily and monthly Service Level Agreements (SLAs)
Serve as the primary escalation point for operational and customer issues, ensuring timely resolution
Ensure compliance with company policies, procedures, and applicable regulations; administer corrective actions as needed
Partner with leadership, vendors, and client stakeholders to align on goals and service expectations
Oversee talent management processes, including hiring, onboarding, performance reviews, and terminations
Analyze performance data to identify trends, mitigate risks, and implement improvement strategies
Prepare and deliver regular reporting on team performance and key metrics to senior leadership
Collaborate with senior management on budgeting, resource planning, and operational initiatives
Leverage internal systems and reporting tools to proactively identify areas of concern and drive solutions
Support additional projects and initiatives as assigned

Requirements

What you’ll need

High school diploma
Prior experience as a Call Center Supervisor or in a similar leadership role
Strong communication skills, including interpersonal, verbal, and written
Proven ability to resolve operational challenges and manage escalations effectively
Proficiency with Microsoft Office (Excel, Word, Teams) and general computer systems
Must reside within one hour driving distance of Des Moines, Iowa
3+ years of call center supervisory experience (preferred)
Bachelor’s degree (preferred)
Experience in the healthcare industry (preferred)

Benefits

Comp & perks

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

performance analysisdata analysistalent managementhiringonboardingperformance reviewscorrective actionsbudgetingresource planningoperational initiatives

Soft Skills

leadershipcoachingcommunicationinterpersonal skillsproblem-solvingconflict resolutioncollaborationreportingstrategic thinkingadaptability

Certifications

high school diplomaBachelor's degree