Customer Experience Manager

We’re looking for a Customer Experience Manager who will champion service excellence across every customer touchpoint. In this role, you’ll design and lead training and quality programs that turn customer insights into consistent, empathetic, and high-quality experiences. You’ll use data, coaching, and cross‑functional collaboration to raise service standards, develop frontline talent, and embed a strong customer‑centric culture across the organization.

KEY RESPONSIBILITIES

Training & Enablement

• Design and deliver training programs focused on empathy, communication, problem‑solving, and service recovery.
• Continuously improve training based on performance data and customer feedback (NPS, CSAT, CES).
• Ensure training initiatives align with business goals and service standards.

Quality Assurance & Standards

• Establish and maintain service quality frameworks and evaluation guid...