Customer Experience Manager

Trential is looking for a Customer Experience Manager who enjoys building systems, improving customer journeys, and solving operational problems through automation and data. This is a high-impact role that sits at the intersection of customer success, process building, and operational efficiency.

Key Responsibilities:

- Own and optimize end-to-end operational workflows across customer interactions and internal business processes.

- Design and scale operational systems, SOPs, and automation frameworks to improve efficiency, consistency, and business scalability.

- Build dashboards and KPI frameworks, analyze operational data, and drive continuous process improvements through data-driven insights.

- Implement automation across customer operations using CRM platforms, AI tools, no-code solutions, IVR, and workflow automation tools.

- Partner with Product, Engineering, Customer Success, and Business teams to solve operational challenges and build scalable, customer-centric process.

- Define, track, and improve key operational metrics, including NPS, CSAT, SLA adherence, TAT, FRT, Resolution Time, Escalation Rate, Productivity, and Operational Cost.

- Lead teams across customer support, background verification, and customer communication functions, ensuring high-quality service delivery and resource utilization.

- Anticipate operational bottlenecks, drive cross-functional execution, and implement scalable solutions to support business growth.

What we're looking for:

- 5+ years of experience in customer centric operations, process excellence, or business operations roles.

- Strong understanding of customer success frameworks and metrics (NPS, CSAT, etc.).

- Hands-on experience in process building and optimization in high-volume environments.

- Exposure to calling systems (IVR, auto-dialers) and operational tools/CRMs.

- Ability to operate in ambiguity and take end-to-end ownership.

- Experience managing resources and driving performance.