Job Description
Role Overview
We’re looking for a Customer Experience (CX) Manager to lead a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across our global Support organization. This position directly manages QA and Support Analytics teams.
Key Responsibilities
Lead and Develop a High-Performing CX Team
Provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions.
Set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement.
Own CX Strategy and Roadmap for Support
Translate customer feedback, QA outcomes, and operational KPIs (e.g., CSAT, NPS, FCR, containment/automation, quality scores) into a clear CX roadmap.
Prioritize initiatives that improve both customer experience and efficiency across channels and regions.