Sr. Manager - Customer Experience

Client of HR Ways

Were seeking a Senior Manager Customer Experience (CX) who will lead and enhance the customer experience across all touchpoints with The Company. This role demands a balance of strategy, empathy, and operational excellence. Youll design and implement world-class service processes, shape the customer journey, and build a team that delivers excellence at scale.

Youll collaborate closely with product, operations, and marketing teams to ensure our customers enjoy a seamless, memorable experience that matches the excitement of our brand.

Key Responsibilities

• Own and evolve the end-to-end customer experience strategy, from onboarding to retention.
• Lead and manage customer service operations, ensuring top-tier responsiveness and satisfaction.
• Develop CX frameworks and KPIs to measure and continuously improve performance.
• Design and refine customer journeys, identifying friction points and optimizing touchpoints.
• Partner with technology and product teams to integrate CX insights into platform improvements.
• Implement VOC (Voice of Customer) programs and feedback loops to inform decisions.
• Train, mentor, and inspire customer-facing teams to deliver empathetic, consistent service.

• Handle escalations and critical cases with professionalism and tact.

• Collaborate with Marketing & Communications to ensure customer feedback is reflected in brand messaging.

• Champion a customer-first culture across the organization.