Customer Experience Operations Leader

Tec; Bay Springs (MS); On-site; USD 90,000 - 130,000; Full time

Job summary

TEC is a communications company with a long history of serving rural American communities. Based in Mississippi, the Customer Experience Operations Manager reports to the Director of Operations Support and leads the CX center to deliver exceptional service while ensuring efficiency and ownership.

You will manage staffing across markets, monitor service levels, tackle escalated issues, coach frontline teams, and partner with Dispatch, Field Operations, and Sales to improve the customer journey.

Qualifications

• Requires college degree or fifteen years of customer service management experience.
• Proven ability to coach and develop large teams.
• Strong written and verbal communication skills.

Responsibilities

• Lead and coach CX advocates and team leaders to improve the customer journey.
• Monitor service levels, staffing, and operations across multiple markets.
• Resolve escalated customer concerns and drive continuous improvement.
• Partner with cross-functional teams including Dispatch, Field Ops, and Sales.
• Establish operating rhythms and ensure compliant processes.

Skills

Leadership

Customer Experience

Staffing and Scheduling

Data analysis

Communication

Education

College degree

Tools

Microsoft Office

Job description

TEC is a communications company with a long history of serving rural American communities. Based in Mississippi, the Customer Experience Operations Manager reports to the Director of Operations Support and leads the CX center to deliver exceptional service while ensuring efficiency and ownership.

You will manage staffing across markets, monitor service levels, tackle escalated issues, coach frontline teams, and partner with Dispatch, Field Operations, and Sales to improve the customer journey.