Customer Experience Operations Leader

Deploy Alloy; Mississippi; On-site; USD 90,000 - 130,000; Full time

Job summary

DEPLOY seeks a Customer Experience Operations Manager to lead a high-volume CX center in Jackson, MS or Bay Springs, MS. Reporting to the Director of Operations Support, you will drive performance, ownership, and exceptional service across customer contact channels.

You will coach frontline staff, manage staffing levels, monitor service metrics, and partner with cross-functional teams to improve the customer journey. A strong player in leadership and process improvement is essential.

Qualifications

• Requires a college degree or 15 years of successful Customer Service Management experience.
• Strong leadership and communication skills with a track record of coaching teams.
• Proficiency in Microsoft Office applications and basic computer literacy.

Responsibilities

• Lead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand the Customer Journey.
• Oversee day-to-day performance, culture, and customer experience across the department.
• Analyze performance data, identify root causes, and create action plans for improvement.
• Manage staffing, workflows, and scheduling to meet service levels.
• Champion adoption of systems and process documentation across frontline teams.
• Partner with cross-functional teams to streamline workflows and reduce unnecessary contacts.
• Ensure coverage during peak periods and high-volume events.

Skills

Leadership

Coaching

Communication

Customer Service

Data-driven

MS Office

Education

Bachelor’s degree or equivalent experience

15 years Customer Service Management experience

Job description

DEPLOY seeks a Customer Experience Operations Manager to lead a high-volume CX center in Jackson, MS or Bay Springs, MS. Reporting to the Director of Operations Support, you will drive performance, ownership, and exceptional service across customer contact channels.

You will coach frontline staff, manage staffing levels, monitor service metrics, and partner with cross-functional teams to improve the customer journey. A strong player in leadership and process improvement is essential.