Senior Manager, Customer Experience Operations
ISC2
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Lead efforts in optimizing customer interactions and enhancing service delivery.
- Manage the Global Customer Experience team, managing the day to day operations of the teams in NAR, EMEA, APAC.
- Responsible for executing plans and tactics to grow, engage, retain and support ISC2 global customer experience services.
- Oversee daily operations of the customer experience team, ensuring effective execution of customer service initiatives.
- Lead, mentor, and develop customer service staff, fostering a culture of customer-centricity and professional growth.
- Collaborate on initiatives aimed at enhancing customer engagement, loyalty and retention.
- Partner with key internal stakeholders to integrate and execute programs and processes, ensuring best in class experience for members, volunteers and customers.
Requirements
- Bachelor’s degree in related field, required.
- Over eight (8) years of experience in training, customer experience management or quality assurance, preferably in a customer service environment, with at least 2 years in a leadership role.
- Experience developing and managing quality and training programs and initiatives.
- Excellent leadership skills and experience of leading and motivating diverse high-performance teams in a global customer experience environment.
- Public speaking and presentation experience required.
Benefits
- Up to 5% travel required (some international travel may be required)
- Regular use of office equipment such as a computer/laptop and monitor computer screens
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience managementquality assurancetraining program developmentcustomer service initiatives
Soft Skills
leadershipmentoringteam motivationcustomer-centricitypublic speakingpresentation skills