Customer Experience Senior Manager

Customer Experience Senior Manager 

The Senior Manager, Customer Experience is a hands-on leader responsible for setting the vision, strategy, and operating rhythm for Kalkomey’s Customer Experience organization. This role is ideal for someone who thrives in a fast-paced, high-volume environment and leads through structure, accountability, and continuous improvement. 

You will take full ownership of frontline performance, represent the voice of the customer, hold a high bar for results, and dig deep to solve problems at their root. This leader will drive strategy for continued automation, self-service, and AI tools utilized by both customers and internal teams—ensuring these capabilities meaningfully improve efficiency, consistency, and service quality. 

Leading an in-house team, you will be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Kalkomey’s Customer Experience organization. You will collaborate closely with Product, Agency Relations, Marketing, and Technology teams to close feedback loops, proactively resolve recurring customer pain points, and equip frontline agents with the tools, training, and brand-aligned voice needed to deliver exceptional service. 
You must reside in one of these US states: AZ, CO, FL, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI or one of these provinces in Canada: Ontario 

What You’ll Do: 

Customer Journey Oversight 

• Develop and manage strategies to improve the customer experience across all touchpoints, ensuring a cohesive and positive journey. 

CX Strategic Vision & AI Roadmap 

• Develop and execute a strategic roadmap for integrating AI technologies into the contact center, aligned with organizational goals and customer experience objective. 

Team Leadership 

• Lead, coach, and mentor a team of customer experience agents, fostering a high-performance and customer-focused culture. 

Customer Feedback Analysis 

• Gather, analyze, and act on customer feedback to identify trends and areas for improvement in products, services, and processes. 

Performance Management & Continuous Improvement 

• Establish and manage KPI dashboards tracking response time, resolution rate, CSAT/NPS, agent productivity, and service quality. 

• Own and deliver measurable improvements in: 

• Customer Satisfaction (CSAT / NPS) 

• Service Level Agreements (SLA) 

• Churn reduction 

• Employee engagement and retention 

• Operational efficiency and productivity 

• Implement scalable systems, knowledge bases, and troubleshooting guides to support accurate, empathetic, and brand-consistent service delivery. 

• Ensure consistent escalation management and timely resolution of complex or high-impact customer issues. 

Escalation Management 

• Oversee resolution of escalated customer issues, ensuring timely and satisfactory outcomes. 

Customer Advocacy 

• Act as the voice of the customer within the organization, influencing decisions to prioritize customer needs. 

Training and Development 

• Develop and deliver training programs to enhance the skills and capabilities of the customer experience team. 

Technology and Tools Management 

• Leverage customer service tools and platforms to monitor performance and drive improvements. 

Stakeholder Collaboration 

• Work with marketing, sales, and product teams to align customer experience initiatives with organizational goals. 

What You’ll Need: 

• Bachelor’s or associate's degree in business, or a related field preferred. 

• 6+ years of progressive leadership experience in Customer Service or Customer Experience, preferably within eCommerce or consumer-focused organizations. 

• 3+ years of people leadership experience in customer-facing operations; experience managing other leaders strongly preferred. 

• Strong technology fluency, with experience implementing and optimizing CRM, helpdesk, or contact center platforms (e.g., Zendesk, Gorgias, Salesforce Service Cloud). 

• Experience developing AI and self-service tools within customer service platforms. 

• Exceptional communication and interpersonal skills. 

• Strong problem-solving and analytical abilities, with experience using customer data to drive decisions. 

• Demonstrated ability to manage and develop teams in a fast-paced environment. 

• Passion for delivering exceptional customer experiences and driving continuous improvement. 

Competencies:

Customer Journey Management 
Ability to oversee and optimize the end-to-end customer journey, ensuring seamless interactions across all touchpoints. Skilled in identifying and eliminating friction points to enhance overall customer satisfaction and retention. 

Leadership & Team Development 
Proven experience in leading, coaching, and mentoring customer experience teams, fostering a high-performance culture centered around customer-first principles. Adept at providing ongoing training and professional development to enhance team capabilities. 

Customer Feedback Analysis & Actionability 
Expertise in collecting, analyzing, and leveraging customer feedback, survey data, and support trends to drive meaningful improvements in products, services, and operational processes. 

Process Optimization & Continuous Improvement 
Ability to assess and refine customer service workflows, support operations, and escalation processes to improve response times, resolution rates, and overall customer experience. Skilled in cross-functional collaboration to streamline processes. 

Key Performance Metrics & Performance Management 
Strong understanding of customer experience KPIs, including CSAT (Customer Satisfaction), NPS (Net Promoter Score), retention rates, and first-contact resolution metrics. Ability to track and leverage these insights to improve customer engagement and loyalty. 

Escalation & Conflict Resolution 
Experienced in managing customer escalations and complex service issues, ensuring effective resolution through problem-solving, empathy, and proactive communication. 

Customer Advocacy & Voice of the Customer (VoC) Strategy 
Ability to act as a champion for the customer within the organization, ensuring that customer insights influence product development, marketing messaging, and service strategies. 

Training & Development Program Execution 
Experience in developing and delivering customer service training programs, equipping teams with the knowledge and skills to provide exceptional, consistent support. 

Technology & CRM Management 
Proficiency in customer service platforms, CRM tools, and analytics software to monitor team performance, automate workflows, and drive efficiency in customer interactions. 

Cross-Functional Collaboration 
Strong ability to work across marketing, sales, product, and operations teams to ensure customer experience initiatives align with organizational goals and customer expectations. 

Problem-Solving & Decision-Making 
Adept at analyzing customer pain points, identifying root causes, and implementing data-driven solutions to enhance customer engagement and satisfaction. 

What We Offer: 

In addition to a competitive salary and annual bonus, we offer these great benefits: 

• Employer matched 401(k) 

• Medical/Dental/Vision insurance with generous employer contributions (including HSA) 

• Maternity and Paternity leave and benefits 

• 3 weeks paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule 

• Annual wellness allowance, as well as a paid mental health day once a year for when you need it 

• Automatic WFH contribution to each paycheck 

• Employee Assistance Program (EAP) 

Kalkomey Enterprises, LLC is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.