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process improvement change management customer experience leadership csat📋 Description
- Lead, coach, and develop a global Customer Experience team with accountability.
- Build and ramp new or evolving teams with strong onboarding and training.
- Own key metrics: CSAT, quality, productivity, and SLA adherence.
- Advocate for customers, prioritizing trust, quality, and timely resolution.
- Drive process improvements and cross-channel operational excellence.
- Partner with global stakeholders to align regions, teams, and programs.
🎯 Requirements
- 4-5 years in customer service across email, chat, phone.
- 2+ years as a people leader in CX or customer service.
- Proven ability to coach, give feedback, drive performance improvement.
- Fast learner, can ramp in a new business and handle ambiguity.
- Passion for building teams and developing talent.
- Data-driven, translate insights into action; strong communicator.
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