Manager, Customer Experience

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Description: Manager, Customer Experience

We are seeking a highly motivated and experienced Manager, Customer Experience with a minimum of 8-14 years of overall experience in the call center/BPS industry, including 3-4 years in a managerial role. The ideal candidate will have a strong background in managing large teams and delivering operational excellence. The role requires strong leadership, communication, and analytical skills to manage operations effectively and meet service level expectations.

Key Responsibilities:

Team Management:

• Manage and lead a team of 100+ headcount, ensuring high levels of engagement and performance.
• Drive team motivation and create an inclusive environment for staff development.

Client and Stakeholder Management:

• Participate in client calls, quality calibrations, and process update discussions.
• Attend Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to report on performance and improvement initiatives.

Operational Excellence:

• Manage and deliver expected service levels, ensuring adherence to key performance indicators (KPIs).
• Provide inputs and implement process improvements to enhance efficiency and effectiveness.
• Ensure compliance with company policies, procedures, and client requirements.

Reporting and Analytics:

• Prepare and present reports, dashboards, and PowerPoint presentations for various stakeholders.
• Monitor key metrics such as FTE estimation, planning, and attrition to optimize operational performance.

Skill Requirements:

• Strong knowledge of MS Outlook, MS Excel, and MS PowerPoint for creating reports and presentations.
• Effective communication and interpersonal skills for managing teams and interacting with clients.

Flexibility:

• Ready to work in US time zones and flexible shifts.
• Willingness to work additional hours as needed to meet business requirements.

Qualifications and Skills:

• Minimum of 8-15 years of experience in call center/BPS operations, with at least 2-4 years in a managerial role.
• Proven ability to manage large teams (100+ headcount).
• Demonstrated experience in people engagement and performance management.
• Familiarity with FTE planning, attrition management, and process improvements.
• Excellent problem-solving skills and attention to detail.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form . Complete the form and then email it as an attachment to FTADAAA@conduent. com . You may also click here to access Conduents ADAAA Accommodation Policy .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.