Customer Experience & Service Manager

Customer Experience & Service Manager

Position Type: Full Time

Location: Falls Church, VA

Position Summary: 

We are seeking a transformational Customer Experience leader to join our team and bring exceptional new experiences to our customers. The ideal candidate will have a strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions, as well as managing customer service teams. This role requires a deep understanding of technology solutions (including Customer Relationship Management (CRM)) systems and the ability to establish a dynamic CX measurement system.

Major Duties and Responsibilities: 

• Manages and oversees the customer service team, ensuring high performance and customer satisfaction.

• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.

• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.

• Recognizes the drivers of compelling CX by tracking a portfolio of data points.

• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.

• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.

• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.

• Performs other duties as assigned. 
   

Qualifications/Requirements: 

• Bachelor's or AB degree in a relevant field.

• Minimum of 4 years of experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.

• Preferred experience in a call center or customer service department.

• Proven ability to manage customer service teams.

• Deep knowledge of Customer Relationship Management (CRM) systems.

• Strong communication skills, both written and verbal.

• Ability to work in the office in Falls Church, VA, with hybrid opportunities available.
   

Apply Now