Customer Experience Manager

MCS Puerto Rico; San Juan (PR); On-site; USD 75,000 - 110,000; Full time

Job summary

MCS Puerto Rico is seeking a Customer Experience Leader to manage initiatives that directly impact CX and to collaborate with other units to improve the member journey. Scope includes monitoring and optimizing every touchpoint (phone, surveys, social media, in-person) to boost loyalty, retention, and satisfaction while complying with policies.

Responsibilities cover leading operational improvements, developing the unit work plan, implementing CX frameworks, and turning Voice of the Customer into

Qualifications

• Bachelor’s degree in business/related field.
• Minimum five years in customer relations/operations/customer service.
• Two+ years supervising staff.

Responsibilities

• Lead initiatives for operational excellence and improve Customer Experience.
• Develop and oversee the Unit’s work plan, prioritizing initiatives based on business needs and member insights.
• Implement and optimize Customer Experience frameworks across channels and touchpoints.
• Identify opportunities and execute solutions that drive customer loyalty and retention.
• Collaborate with internal units to improve processes and deliver innovations across the customer journey.
• Translate Voice of the Customer (VoC) feedback into actionable tactics for improving Customer Experience.
• Monitor KPIs (NPS, satisfaction, first contact resolution, retention) to boost member satisfaction.

Education

Bachelor’s degree in Business Administration / Marketing / Operations Management

Job description

General Description

Responsible for managing and supporting the implementation of key initiatives that directly impact Customer Experience, while identifying and addressing opportunity areas in coordination with other business units. Oversees the monitoring and optimization of every customer touchpoint to ensure positive experiences, drive member loyalty and retention, and maintain high engagement and satisfaction with the company.

Regular
Exempt

General Description

Responsible for managing and supporting the implementation of key initiatives that directly impact Customer Experience, while identifying and addressing opportunity areas in coordination with other business units. Oversine the monitoring and optimization of every customer touchpoint to ensure positive experiences, drive member loyalty and retention, and maintain high engagement and satisfaction with the company.

Essential Functions

• Lead initiatives for operational excellence and business improvements to remove barriers and enhance Customer Experience.
• Develop and oversee the Unit’s work plan, prioritizing initiatives based on business needs and member insights.
• Implement and optimize Customer Experience frameworks to engage customers across all channels and touchpoints (phone, surveys, social media, walk-ins, etc.).
• Identify and execute solutions that drive exceptional Customer Experience, promoting member retention and loyalty.
• Collaborate with internal units to continuously improve processes and deliver innovative solutions across the customer journey.
• Collect, analyze, and translate Voice of the Customer (VoC) feedback into actionable tactics for improving Customer Experience.
• Implement, monitor, and report on key Customer Experience KPIs (NPS, satisfaction, first contact resolution, retention, etc.) to boost member satisfaction and anticipate needs.
• Identify opportunities and develop integrated action plans to close service gaps and ensure a seamless member life cycle.
• Develop and monitor customer journeys, resolving key pain points and removing internal process roadblocks.
• Manage ideas from meetings and workshops to enhance every member interaction based on their needs, motivations, and emotions.
• Drive innovation by challenging the status quo across processes, tools, and channels that impact Customer Experience.
• Lead Customer Experience education and awareness efforts internally, develop unit processes and policies, and represent the unit in external forums.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

Minimum Qualifications

Education and Experience: Bachelor’s degree in Business Administration, Marketing, Operations Management, or related fields. At least five (5) years of experience performing duties in a similar position in customer relations management, operations experience, customer service environments, or similar customer support roles, preferably in a Service Center environment in the Healthcare Insurance Industry. At least two (2) years of experience supervising staff.

“Proven experience may be replaced by previously established requirements.”

Certifications / Licenses: N/A

Other: Availability to work extended hours, weekends, and holidays. Availability to work in all municipalities of Puerto Rico, including Vieques and Culebra.

Languages

Spanish – Advanced (comprehensive, writing and verbal)

English – Advanced (comprehensive, writing and verbal)

We are an Equal Employment Opportunity Employer and take Affinite Action to recruit Protected Veterans and Individuals with Disabilities.