Customer Experience Lead: Strategy, Insights & CX Team

INFINITY GLOBAL

Danville (WA)

Sur place

USD 90 000 - 120 000

Plein temps

Il y a 10 heures

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Résumé du poste

Infinity Global is seeking a Customer Experience Manager to lead a CX team, optimize interactions, and drive satisfaction across all touchpoints. The role focuses on analyzing feedback, reporting insights to leadership, and implementing process improvements that align with brand values.

Ideal candidates bring 2+ years in related roles, strong leadership, and advanced MS Office skills, with travel readiness and CSRM experience a plus.

Qualifications

At least 2 years in a related customer experience or management role.
Strong leadership and interpersonal abilities.
Proficiency with MS Office (PowerPoint, Excel, Word).
Excellent verbal and written communication.
Excellent organizational skills with multitasking ability.
Willingness to travel periodically; CSRM experience preferred.

Responsabilités

Recruit, hire, and onboard Customer Experience Specialists with ongoing coaching.
Monitor hourly employee time, attendance, and scheduling for efficiency.
Develop and refine service policies to improve efficiency and satisfaction.
Drive CX initiatives aligned with company goals and brand values.
Establish KPIs, monitor metrics, and report insights to leadership.
Serve as escalation point for complex customer issues and drive improvements.
Collaborate with internal partners for a unified, customer-centric approach.
Lead change management for new processes and standards.