Manger of Customer Experience - 75-100k
We are seeking a Manager of Customer Experience for a leading Third-Party Administrator in Alpharetta, GA. The ideal candidate will be focuses on service performance across call center activities, claims servicing, and client engagement activities. This candidate will be service driven and manage industry leading service levels for all stakeholders serviced by our company. This is challenging role with immense career potential for candidates who are committed to growing our company while providing best in class service.
Core Job Responsibilities & Requirements
• The Manager of Customer Experience will lead the Contact Center team in delivering consistent customer experiences across phone, email, chat, and text communications.
• The job responsibilities also include managing client service relationships, which includes escalation management, regular performance reporting, and issue resolution within committed timeframes.
• This person will be responsible for daily operations, digital servicing performance, technology utilization, staff development, service metrics, and regulatory compliance
• Additionally, this person will partner with claims operations to ensure consistent service performance from the call center through claims administration and processing.
Key Responsibilities:
• Analyze workflows to identify and implement process improvements across all communication channels
• Ensure alignment with corporate and client goals
• Develop, adapt, and implement processes to support client and team needs, including escalations, and client management
• Lead and support management staff through coaching, guidance, and training
• Monitor dashboards and workload to ensure timely completion; adjust staffing as needed
• Track team productivity and partner with supervisors to address performance gaps
• Participate in client meetings to discuss processes and billing matters
• Evaluate process flows and operational efficiency
• Oversee daily activities of direct reports
• Assess workload across divisions to determine resource needs
• Forecast staffing needs based on current and projected client volume
• Set priorities and provide direction on workflow and task management
• Monitor KPIs and address performance issues through coaching and corrective action
• Support additional projects and responsibilities as assigned
Education & Experience:
• Bachelor’s degree or equivalent experience
• 4–7 years of experience in a business environment, including team management
• Experience working with systems and operational software
• Proven ability to lead, coach, and develop high-performing teams
• Strong collaboration and communication skills across diverse groups
• Ability to prioritize effectively and drive execution of key initiatives
• High level of integrity, professionalism, and accountability
• Proficiency in Office 365 applications, Salesforce - preferred but not required, and telephone systems
• Ability to handle confidential information with discretion