Remote CX Delivery Manager | AI-Powered Solutions

Carousel Industries of North America Inc.; United States; On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Unlimited PTO

Job summary

NWN seeks a Customer Experience Manager to oversee delivery across the portfolio and manage end-to-end contract deliverables. You will forecast, report on recurring service engagements, and ensure adherence to best practices while driving proactive customer communications.

You will collaborate with engineering and senior leaders to deliver value-based outcomes, optimize processes, and advocate for customers across the organization.

Qualifications

• Bachelor's degree or equivalent work experience.
• 7+ years in an operations/engagement management role.
• Familiarity with call flows, network designs, Cisco routing/switching.
• Excellent written and verbal communication.
• Strong organizational skills and process development ability.
• Experience with ServiceNow Product Suite.
• Vendor management experience.
• ITIL Foundation or PMP preferred.
• Comfort with adopting AI tools to optimize processes.

Responsibilities

• Oversee delivery of services across the assigned portfolio.
• Manage end-to-end contract deliverables for each customer.
• Forecast, track and report on recurring service engagements.
• Ensure adherence to best practices in monitoring, management, and lifecycle adoption.
• Maintain proactive, timely communications with customers throughout the lifecycle.
• Ensure offerings are delivered per defined outcomes and metrics.
• Collaborate with engineering teams to resolve problems.
• Lead Agile delivery of enhancements as needed.
• Oversee case management and escalation processes.
• Perform other duties as assigned.

Skills

Communication

Process design

Organization

Stakeholder management

AI tools adoption

Vendor management

Public speaking

Education

Bachelor’s Degree (BA/BS)

Tools

ServiceNow

Job description

NWN seeks a Customer Experience Manager to oversee delivery across the portfolio and manage end-to-end contract deliverables. You will forecast, report on recurring service engagements, and ensure adherence to best practices while driving proactive customer communications.

You will collaborate with engineering and senior leaders to deliver value-based outcomes, optimize processes, and advocate for customers across the organization.