Customer Experience Senior Manager

Customer Experience Senior Manager 

The Senior Manager, Customer Experience is a hands-on leader responsible for setting the vision, strategy, and operating rhythm for Kalkomey’s Customer Experience organization. This role is ideal for someone who thrives in a fast-paced, high-volume environment and leads through structure, accountability, and continuous improvement. 

You will take full ownership of frontline performance, represent the voice of the customer, hold a high bar for results, and dig deep to solve problems at their root. This leader will drive strategy for continued automation, self-service, and AI tools utilized by both customers and internal teams—ensuring these capabilities meaningfully improve efficiency, consistency, and service quality. 

Leading an in-house team, you will be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Kalkomey’s Customer Experience organization. You will collaborate closely with Product, Agency Relations, Marketing, and Technology teams to close feedback loops, proactively resolve recurring customer pain points, and equip frontline agents with the tools, training, and brand-aligned voice needed to deliver exceptional service. 

You must reside in one of these US states: AZ, CO, FL, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI or one of these provinces in Canada: Ontario 

What You’ll Do: 

Customer Journey Oversight 

• Develop and manage strategies to improve the customer experience across all touchpoints, ensuring a cohesive and positive journey. 

CX Strategic Vision & AI Roadmap 

• Develop and execute a strategic roadmap for integrating AI technologies into the contact center, aligned with organizational goals and customer experience objective. 

Team Leadership 

• Lead, coach, and mentor a team of customer experience agents, fostering a high-performance and customer-focused culture. 

Customer Feedback Analysis 

• Gather, analyze, and act on customer feedback to identify trends and areas for improvement in products, services, and processes. 

Performance Management & Continuous Improvement 

• Establish and manage KPI dashboards tracking response time, resolution rate, CSAT/NPS, agent productivity, and service quality. 

• Own and deliver measurable improvements in: 

• Customer Satisfaction (CSAT / NPS) 

• Service Level Agreements (SLA) 

• Churn reduction 

• Employee engagement and retention 

• Operational efficiency and productivity 

• Implement scalable systems, knowledge bases, and troubleshooting guides to support accurate, empathetic, and brand-consistent service delivery. 

• Ensure consistent escalation management and timely resolution of complex or high-impact customer issues. 

Escalation Management 

• Oversee resolution of escalated customer issues, ensuring timely and satisfactory outcomes. 

Customer Advocacy 

• Act as the voice of the customer within the organization, influencing decisions to prioritize customer needs. 

Training and Development 

• Develop and deliver training programs to enhance the skills and capabilities of the customer experience team. 

Technology and Tools Management 

• Leverage customer service tools and platforms to monitor performance and drive improvements. 

Stakeholder Collaboration 

• Work with marketing, sales, and product teams to align customer experience initiatives with organizational goals. 

What You’ll Need: 

• Bachelor’s or associate's degree in business, or a related field preferred. 

• 6+ years of progressive leadership experience in Customer Service or Customer Experience, preferably within eCommerce or consumer-focused organizations. 

• 3+ years of people leadership experience in customer-facing operations; experience managing other leaders strongly preferred. 

• Strong technology fluency, with experience implementing and o