Customer Experience Manager (Fully Remote)

NWN; United States; Hybrid; USD 110,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision

HSA

401(k) with match

Unlimited PTO

Paid holidays

Remote work

Employee discounts

EAP

Job summary

NWN is seeking an experienced operations/engagement leader to oversee end-to-end service delivery across a broad portfolio. The role focuses on sustaining high-quality customer experiences throughout the lifecycle of core offerings.

Qualified candidates should have seven+ years in operations or engagement management, strong communication, and familiarity with network concepts. This remote/hybrid position offers comprehensive benefits and a customer-obsessed culture.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Minimum seven years of experience in operations or engagement management.
• Familiarity with call flows, network designs, and basic Cisco routing/switching.
• Strong organizational skills and excellent communication.

Responsibilities

• Oversee delivery of services across assigned portfolio, managing end-to-end contract deliverables.
• Proactively manage customer experience across the lifecycle of core offerings, ensuring quality and consistency.
• Forecast, track, and report on all recurring service-based customer engagements, driving adherence to best practices.

Skills

Organizational skills

Communication

ServiceNow

Education

BA/BS or equivalent

Tools

ServiceNow

Job description

• Oversee delivery of services across assigned portfolio, managing end-to-end contract deliverables.
• Proactively manage customer experience across the lifecycle of core offerings, ensuring quality and consistency.
• Forecast, track, and report on all recurring service-based customer engagements, driving adherence to best practices.

Qualifications:

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent work experience.
• Minimum seven years of experience in operations or engagement management.
• Familiarity with call flows, network designs, and basic Cisco routing/switching.
• Strong organizational skills, excellent communication, and proficiency in Service Now.

Benefits & Culture:

• Comprehensive benefits: medical, dental, vision, HSA, 401(k) with match, unlimited PTO, paid holidays.
• Hybrid/remote work, paid bonding leave, employee discounts, and access to EAP.
• Additional offerings: accident, critical illness, long-term care, hospital indemnity, legal and identity theft protection.
• Remote role with duties performed from home; travel and overtime may be required.
• Team of 1,000+ experts with a customer-obsessed culture and 86 Employee Net Promoter Score.
• Equal Opportunity Employer committed to diversity and inclusion.

NWN

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. The company is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score.