Customer Experience Manager

About the Role:
As the Manager of Service Delivery, you will be responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations.
You will lead a team tasked with managing client relationships, resolving service issues, and implementing service improvement initiatives.
This role requires strong leadership, customer service skills, and the ability to drive operational excellence in service delivery.Essential Job Responsibilities:
Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issues.

Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.

Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.

Identify opportunities for service improvement and optimization, working closely with internal teams and clients to implement process enhancements and best practices.

Address service issues, concerns, and complaints raised by clients in a timely and effective manner.
Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.

Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress towards service delivery goals.
Implement measures to address any deviations or areas of improvement.

Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.

Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.

Collaborate with cross-functional teams, including sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.

Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.
Qualifications:
Bachelor's degree in business administration, management, or related field required; Master's degree preferred.

Experience in service delivery, customer service, or related field, with years in a leadership or managerial role.

Proven track record of successfully managing client relationships and delivering services that meet or exceed customer expectations.

Strong leadership and team management skills, with the ability to motivate, inspire, and develop a high-performing team.

Excellent communication and interpersonal skills, with the ability to build rapport with clients, negotiate effectively, and resolve conflicts.

Analytical mindset and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.

Knowledge of service delivery best practices, process improvement methodologies, and quality management systems.

Proficiency in customer relationship management (CRM) software, service management tools, and Microsoft Office Suite.
Skills Required:
You need excellent people skills, patience, and the ability to multitask to succeed.
Other aspects of your background include:
Proven leadership experience required.Effective customer relationship-building skills, using creative solutions to exceed customer expectations.Demonstrates good judgment under pressure and works well in a multi-tasking environment.Effective written and verbal communication skills, along with proven analytical skills.Solid basic mathematical skills required.Excellent planning, prioritization, and organizational skills.Proven experience in a high-volume, fast-paced environment.Computer proficiency in email, MS Word/Excel, or similar programs.Ability to lift up to a maximum of 55 lbs.
or the maximum allowed by current State law, with or without accommodations.Ability to stand, sit, and/or walk for long periods with or without accommodations.Must have a valid driver's license and a good driving record.Preferred Qualifications:
High School Diploma required; Undergraduate degree preferred Minimum of 2 years supervisory experienceMinimum of 3 years of customer service experienceRelevant industry-specific certificates are a plus (MQC, CMDSM, etc.)