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Customer Experience Manager

Company: VirtualVocations
Location: Fairfax
Posted on: March 7, 2025

Job Description:

A company is looking for a Customer Experience Manager to ensure a best-in-class customer experience through effective management of customer care operations.
Key Responsibilities

Manage day-to-day operations of outsourced customer care vendor and oversee KPI compliance
Establish and update support policies and procedures while monitoring customer feedback and satisfaction metrics
Collaborate with internal teams and product stakeholders to address customer concerns and optimize service delivery

Required Qualifications

3+ years of experience in customer service management, vendor relations, or call center management
Extensive experience with CRMs such as Zendesk or Salesforce
Deep understanding of customer service management and performance drivers
Ability to effectively multitask and adapt focus based on business needs
Experience in developing training curriculum and quality assurance processes

Keywords: VirtualVocations, Washington DC , Customer Experience Manager, Executive , Fairfax, DC

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