Customer Experience Manager: Hybrid Ops & Coaching

WM; United States; Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Stock Purchase Plan

401K matching

Paid Time Off

Job summary

WM is seeking a Customer Service Manager to lead day-to-day contact center operations, driving quality and customer satisfaction across North America. You will oversee frontline teams, coach supervisors and agents, and partner with Sales, Operations and Quality to deliver consistent experiences.

The role requires a Bachelor’s degree or equivalent with several years of supervisory experience in customer service, and a track record of improving service levels, with a hybrid on-site schedule and a

Qualifications

• Education: Bachelor's Degree or equivalent with four years of relevant work experience.
• Five years of relevant work experience with at least two years in supervision.
• Call center or customer service experience and supervisory/management skills.
• Strong knowledge of customer satisfaction drivers and strategic planning.

Responsibilities

• Own customer experience outcomes by monitoring quality and corrective actions.
• Drive efficiency by managing staffing, schedules, and intraday performance.
• Use dashboards and reports to identify trends and drive improvements.
• Lead a structured coaching system with 1:1s, calibrations, and follow-up.
• Collaborate with Learning & Development and Quality on training effectiveness.
• Execute process and technology changes and monitor adoption.
• Strengthen cross-functional alignment with internal partners (Sales, Operations, etc.).
• Lead VOE actions and translate feedback into action plans.
• Directly lead customer service leaders and frontline teams through hiring and coaching.
• Set performance expectations and manage results using scorecards and documentation.
• Ensure inclusive, people-first culture with engagement routines and recognition.

Skills

Leadership

Customer service

Analytical skills

Communication skills

Time management

Education

Bachelor's Degree or equivalent with four years experience

Tools

Power BI

Job description

WM is seeking a Customer Service Manager to lead day-to-day contact center operations, driving quality and customer satisfaction across North America. You will oversee frontline teams, coach supervisors and agents, and partner with Sales, Operations and Quality to deliver consistent experiences.

The role requires a Bachelor’s degree or equivalent with several years of supervisory experience in customer service, and a track record of improving service levels, with a hybrid on-site schedule and a