Manager, Contact Center Transformation

Jobtailor; Washington (District of Columbia); On-site; USD 110,000 - 170,000; Full time

Job summary

Jobtailor is seeking an experienced CX leader to guide transformation of customer experiences across contact channels in Washington, DC. You will shape customer journey analysis, design service improvements, and drive retention through KPI-driven strategies.

You will coach teams, align stakeholders, and deliver measurable boosts in satisfaction and loyalty. The ideal candidate has a bachelor's degree, 5+ years in CX, and a proven track record of leading customer-centric initiatives.

Qualifications

• Bachelor's degree required.
• At least 5 years of experience in CX or related roles.
• Experience in CX strategy and customer journey analysis.
• Proven ability to drive business process improvements for customer satisfaction.
• Experience with CRM and retention strategies.
• Proficient in analyzing trends and KPIs for strategic decisions.
• Experience leading and coaching teams with feedback.

Responsibilities

• Lead contact center transformation initiatives to enhance customer experience.
• Guide teams in developing and implementing customer engagement strategies.
• Use analytical thinking to drive business process improvements.
• Build and maintain relationships with clients for satisfaction and retention.
• Develop customer journey analysis and service design.
• Promote KPIs to measure and improve service excellence.
• Coach and mentor team members in customer relations and strategic questioning.

Skills

Customer Experience (CX) Strategy

Customer Journey Analysis

Business Process Improvement

Customer Relationship Management

Key Performance Indicators (KPIs)

Analytical Thinking

Team Leadership

Strategic Questioning

Education

Bachelor's degree

Job description

• Lead contact center transformation initiatives to enhance customer experience


• Guide teams in developing and implementing customer engagement strategies


• Utilize analytical thinking to drive business process improvements


• Build and maintain relationships with clients for satisfaction and retention


• Develop customer journey analysis and service design


• Promote KPIs to measure and improve service excellence


• Coach and mentor team members in customer relations and strategic questioning

Requirements

• At least a Bachelor's degree


• At least 5 years of experience


• Preference for fields of study: Computer Engineering, Information CyberSecurity, Information Technology, Management Information Systems, Computer Applications


• Proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis


• Business Process Improvement techniques for customer satisfaction


• Customer Relationship Management and Customer Retention strategies


• Experience in analyzing trends and utilizing Key Performance Indicators (KPIs) for strategic decision-making


• Leading teams with coaching and feedback focus

Core Competencies

Demonstrates expertise in Customer Experience (CX) Strategy and Customer Journey Analysis, with a strong focus on Business Process Improvement and Customer Relationship Management. Proven ability to lead teams, coach members, and utilize Key Performance Indicators (KPIs) for strategic decision-making.

Highest-signal resume keywords

• Customer Experience (CX) Strategy


• Customer Journey Analysis


• Business Process Improvement


• Customer Relationship Management


• Key Performance Indicators (KPIs)

ATS Optimization Keywords

Hard Skills

• Customer Experience (CX) Strategy


• Customer Journey Analysis


• Business Process Improvement


• Customer Relationship Management


• Key Performance Indicators (KPIs)

Soft Skills

• Coaching


• Mentoring


• Analytical Thinking


• Team Leadership


• Strategic Questioning

Industry Keywords

• Customer Engagement Strategies


• Client Relationship Management


• Customer Satisfaction


• Customer Retention


• Service Design