Customer Experience Manager

Role Summary

We are seeking a Senior CX Operations Consultant with extensive experience in customer

support operations, operating model design, and customer experience transformation. The ideal

candidate will possess deep expertise in contact center operations, process optimization,

workforce planning, and service delivery excellence.

This role will work closely with operations, delivery, quality, workforce management, training,

technology, and transformation teams to design scalable operating models, improve operational

performance, and drive continuous improvement initiatives across customer support functions.

Key Responsibilities Operations Excellence.

 Assess existing customer support operations and identify opportunities to improve service

delivery, operational efficiency, and customer experience.

 Design and implement scalable operating models across voice, chat, email, social media,

and digital support channels.

 Develop standardized operating procedures, governance frameworks, and service

delivery models.

 Drive operational excellence initiatives focused on productivity, quality, compliance, and

customer satisfaction.

 Establish and monitor key operational metrics, dashboards, and performance reporting.

Process Improvement & Transformation

 Lead process improvement initiatives using industry best practices and continuous

improvement methodologies.

 Identify opportunities to streamline workflows through automation, AI, and digital

enablement.

 Develop transformation roadmaps to enhance operational performance and customer

experience.

 Recommend and implement best practices across workforce management, quality

assurance, knowledge management, and service delivery.

 Support change management initiatives to ensure successful adoption of new processes

and operating models.

Customer Experience Consulting

Job Description

 Conduct operational assessments and customer journey reviews to identify service

improvement opportunities.

 Analyze operational data and performance trends to recommend actionable

improvements.

 Improve customer experience by driving initiatives that enhance CSAT, NPS, First

Contact Resolution (FCR), Average Handle Time (AHT), Service Levels (SLAs), and

overall service quality.

 Benchmark operational performance against industry standards and recommend

continuous improvement initiatives.

Cross-Functional Collaboration

 Partner with operations, delivery, workforce management, quality, training, IT, and

transformation teams to implement operational improvements.

 Support the implementation of new processes, technologies, and service delivery

frameworks.

 Ensure operational readiness for new programs, transitions, and process enhancements.

 Facilitate workshops and knowledge-sharing sessions to promote operational best

practices across teams.

Required Skills

 Strong expertise in customer support operations and contact center management.

 Experience in operating model design, service delivery, and business process

improvement.

 Strong understanding of P&L management, budgeting, forecasting, financial planning,

cost optimization, margin improvement, and commercial performance management.

 Deep understanding of workforce management, quality assurance, governance, and

performance management.

 Experience driving operational transformation and continuous improvement initiatives.

 Strong knowledge of contact center metrics including CSAT, NPS, FCR, AHT, SLA,

productivity, quality, and utilization.

 Familiarity with AI, automation, and digital technologies in customer support operations.

 Excellent analytical, stakeholder management, problem-solving, and communication

skills.

 Advanced proficiency in PowerPoint, Excel, and reporting tools.