Remote Customer Experience Leader & CX Operations

Principal International; Northern (KY); Hybrid; USD 85,000 - 152,000; Full time

Job summary

Principal Advised Services is seeking a Customer Experience Manager II to lead a team of customer experience specialists, driving service initiatives and business objectives. You will mentor and develop staff while ensuring high-quality client service and productive operations.

This role requires strong leadership, extensive contact center experience, and a track record of improving processes. You will partner with operations and business partners to optimize service delivery across geographies

Qualifications

• 8+ years of customer service experience.
• 2+ years of leadership experience.
• Experience leading or supporting teams within a phone-based customer service environment.
• FINRA Series 6 & 63 Licenses.

Responsibilities

• Lead and develop a group of customer experience professionals delivering client service.
• Oversee daily service operations to meet goals and productivity expectations.
• Monitor workloads, metrics, and staffing to drive results.
• Analyze service data and trends to identify efficiency and client-experience improvements.
• Handle escalated client issues and provide guidance to team members.
• Collaborate with operations leaders to align service and support models.

Skills

Leadership

Customer service

People management

Phone-based service

Financial services knowledge

FINRA Licenses (6 & 63)

Job description

Principal Advised Services is seeking a Customer Experience Manager II to lead a team of customer experience specialists, driving service initiatives and business objectives. You will mentor and develop staff while ensuring high-quality client service and productive operations.

This role requires strong leadership, extensive contact center experience, and a track record of improving processes. You will partner with operations and business partners to optimize service delivery across geographies