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Lead Customer Experience Specialist
2 weeks ago
This role is a key position in our organization, responsible for leading a high-performing team dedicated to delivering exceptional customer experiences during one of the most significant financial transactions of our customers' lives.
Job DescriptionThe Customer Operations Manager will be responsible for:
- Leading and managing Customer Success & Operations Coordinators and Case Resolution Leads across assigned states.
- Driving team performance, engagement, and professional development through coaching, mentoring, and regular feedback.
- Empowering the team to deliver outstanding support and guidance to customers throughout their journey.
- Owning and delivering on key operational KPIs for assigned states, ensuring consistent and high-quality outcomes.
To succeed in this role, you will need:
- 3–5 years of experience leading teams in customer experience and/or operations.
- A strong commitment to customer-centricity, continuous improvement, and operational excellence.
- Proven ability to drive performance through effective coaching, goal setting, and accountability.
- Experience building and nurturing high-performing teams with strong values and a positive culture.
- Strong analytical skills with the ability to derive insights from data to inform decisions.
We offer a competitive salary and bonus structure, opportunities for professional growth and development, and access to the best-in-class benefits that our organization provides.
Why Join Us?You will enjoy working in a flexible and dynamic startup environment where you can grow your career and make a meaningful impact. Our organization is committed to creating a workplace that supports long-lasting and meaningful careers for everyone.
