Customer Service Representative providing assistance in healthcare and genetic testing services. Engaging with clinics and patients through phone and email to ensure service excellence.
About the role
- Senior Manager Customer Experience at a leading steel manufacturer optimizing customer interactions and fostering customer loyalty. Managing customer service teams and driving improvements based on customer insights.
Responsibilities
- Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence.
- Coach, mentor, and develop customer experience teams, fostering a culture of accountability, collaboration, and high performance.
- Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement.
- Manage escalations and complex customer issues with timely resolution, maintaining high standards of service and customer trust.
- Act as strategic connectors across departments, influencing both customer and business outcomes: Project management – leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals.
- Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service, product feature development, and continuous improvement efforts.
- Data analytics and CX metrics – proficiency with Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and journey analytics to identify friction points and drive action.
- Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks. Use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention.
Requirements
- Bachelor’s degree
- Typically requires 7 – 10 years of experience in customer experience, success, or related customer strategy roles, preferably with 3+ years in leadership positions.
- Experience transforming or reorganizing customer experience teams is required.
- Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration.
- Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams.
- Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering.
- Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives.
- Analytical skills: Ability to interpret data and customer feedback to measure performance and identify trends.
Benefits
- health and welfare benefits
- 401(k) match
- annual bonus
Job title
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