Senior Customer Experience Leader — Multi-Channel Growth

Aristocrat Interactive; Lansing (MI); On-site; USD 81,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Job summary

Aristocrat Interactive in the United States is seeking a Customer Service Manager to lead and expand our customer service operations across multiple channels and brands.

You will direct multi-location support, develop policies, and collaborate with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals. The role emphasizes driving customer happiness, analytics, budgeting, and leveraging Freshdesk/Salesforce to elevate the customer journey.

Qualifications

• Experience directing customer service across multiple channels.
• Experience in online industries such as gaming or fintech.
• Strong analytical and reporting skills.
• Leadership and collaboration with cross-functional teams.
• Familiarity with regulated markets.

Responsibilities

• Direct and coordinate multi-channel customer support functions across locations and brands.
• Coordinate inbound and outbound contact strategies to deliver outstanding experiences.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with Marketing, CRM, HR, Compliance, and Operations to align service initiatives.
• Drive customer happiness, dedication, and retention through innovative programs.
• Monitor service benchmarks to identify trends and drive improvements.
• Manage budgeting, forecasting, and prioritization for the department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for teams.
• Apply Freshdesk, Salesforce and other tools to improve service delivery.
• Foster a customer-first culture and continuous improvement.

Skills

Multichannel leadership

Customer experience

Data analytics

CRM platforms

Team leadership

Budgeting

Tools

Freshdesk

Salesforce

Job description

Aristocrat Interactive in the United States is seeking a Customer Service Manager to lead and expand our customer service operations across multiple channels and brands.

You will direct multi-location support, develop policies, and collaborate with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals. The role emphasizes driving customer happiness, analytics, budgeting, and leveraging Freshdesk/Salesforce to elevate the customer journey.