Client Engagement Manager

Leeds Professional Resources; North Palm Beach (FL); On-site; USD 120,000 - 170,000; Full time

Job summary

Leeds Professional Resources seeks a senior leader to build and drive a comprehensive customer experience and quality assurance program. You will own service standards, monitoring, and the tools that help teams deliver a consistent client experience.

You will lead cross-functional programs across channels, implement VoC processes, and partner with IT to enhance CRM, reporting, and data visibility. Expect to develop coaching, dashboards, and executive-ready insights that drive measurable

Qualifications

• 7-10 years of progressive leadership experience in customer service or quality assurance.
• At least three years leading quality assurance or customer experience programs.
• Experience implementing customer service technologies and quality management systems.
• Experience developing KPIs, dashboards, and executive reporting.
• Strong analytical, communication, presentation, and change management skills.

Responsibilities

• Develop and lead customer experience and quality assurance programs across communication channels.
• Establish quality standards, evaluation processes, and Voice of Customer programs.
• Evaluate and implement customer service technologies, including quality monitoring and analytics.
• Partner with IT to improve CRM functionality, reporting, and data visibility.
• Build dashboards and track customer satisfaction and service metrics.
• Develop coaching and training programs to strengthen team performance and accountability.
• Investigate escalated concerns and lead corrective actions.
• Present performance trends and improvement recommendations to leadership.

Skills

Leadership

Customer service

Analytics

Change management

KPIs & dashboards

Tools

Salesforce

Zendesk

HubSpot

Power BI

Tableau

AI quality monitoring

Job description

We are seeking a leader who has implemented AI-powered customer service or quality assurance solutions and can translate that experience into practical improvements in service quality, team performance, and efficiency.

Build a customer experience and quality assurance program that combines attentive, personalized service with AI-powered technology. This role offers ownership of service standards, quality monitoring, and the tools that help teams deliver a more consistent client experience.

Responsibilities

• Develop and lead customer experience and quality assurance programs across communication channels.
• Establish quality standards, evaluation processes, and Voice of Customer programs.
• Evaluate and implement customer service technologies, including quality monitoring, speech analytics, automation, and customer feedback tools.
• Partner with IT to improve CRM functionality, reporting, and data visibility.
• Build dashboards and track customer satisfaction, first-contact resolution, quality scores, customer effort, and other service metrics.
• Develop coaching and training programs that strengthen team performance and accountability.
• Investigate escalated concerns, identify root causes, and lead corrective actions.
• Present performance trends and improvement recommendations to executive leadership.

Qualifications

• 7-10 years of progressive leadership experience in customer service, customer experience, contact center operations, or quality assurance.
• At least three years leading quality assurance or customer experience programs.
• Demonstrated success implementing customer service technologies and quality management systems.
• Experience developing KPIs, dashboards, and executive reporting.
• Strong analytical, communication, presentation, and change management skills.

Experience with Salesforce, Zendesk, HubSpot, Power BI, Tableau, AI quality monitoring, or workforce management tools is helpful. Regulated industry experience and Lean Six Sigma or project management certification are preferred.

Make your next career move a defining one. Bring your expertise to a growing organization where you can shape the direction, see your ideas take hold, and build something you're proud to lead.