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Customer Experience Manager

Customer Experience Manager

TransPerfectTempe, AZ, US
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Contact Center Customer Experience Manager

TransPerfect is more than just a job Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Contact Center Customer Experience (CS) Manager leads and elevates the TPC customer experience across all touchpoints. They analyze customer feedback, identify areas for improvement, and develop strategies to enhance customer satisfaction and loyalty. The CX manager is passionate about delivering exceptional customer experiences and has a proven track record of leading initiatives in high-volume environments.

Responsibilities

  • Develop and manage the TPC customer experience strategy
  • Analyze client feedback, call data, and trends to identify areas of opportunity
  • Design and implement initiatives that improve customer satisfaction and Net Promoter Scores (NPS)
  • Track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to measure the effectiveness of CX initiatives
  • Stay current with customer experience best practices and related technologies
  • Implement process improvements to enhance efficiency and customer outcomes
  • Lead industry awards application and tracking process
  • Optimize all points of contact such as website, social media, and customer service channels
  • Enhance and expand a differentiated brand strategy
  • Leverage automation and AI-driven tools to improve client service
  • Perform other duties as assigned

Required Skills

  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Leadership and collaboration skills
  • Understanding of customer journey mapping and segmentation
  • Knowledge of relevant CX metrics and best practices
  • Empathy and emotional intelligence
  • Strong computer literacy skills; proficiency in MS Office products : Word, Power Point, Excel
  • Strong organization and project management skills

    • Required Experience and Qualifications

  • 5+ years of experience in contact center management or customer experience leadership
  • Strong understanding of call center metrics, technologies, and best practices
  • Excellent interpersonal, analytical, and communication skills
  • Proficiency in customer support platforms (e.g., Zendesk, Salesforce, Five9)
  • Experience leading teams in a fast-paced, metrics-driven environment
  • Bachelor's degree or equivalent combination of education and experience
  • Experience working in a self-directed environment
  • Ability to travel up to 25% of the time

    • Desired Skills and Experience

  • Experience with omnichannel support (voice, chat, email, social media)
  • Knowledge of customer journey mapping and VOC (Voice of Customer) programs
  • Certification in customer experience (e.g., CCXP) or Six Sigma is a plus
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    Customer Experience Manager • Tempe, AZ, US