Client Experience Manager

Job Summary

A company is looking for a Manager, Client Experience - Processes & Systems.

Key Responsibilities

• Serve as a strategic advisor to the Senior Manager and lead a team of 3-5 direct reports
• Identify strategic opportunities to improve key client experience metrics and drive cross-functional initiatives
• Develop and implement knowledge management strategies and champion AI tools within the CX ecosystem

Required Qualifications

• 5+ years of experience in client experience or customer support environments, with at least 3 years in people management roles
• Deep expertise in knowledge management, help center optimization, and content strategy
• Experience implementing and optimizing AI solutions in a customer experience context
• Proven track record of leading cross-functional initiatives with significant organizational impact
• Strong technical aptitude with the ability to quickly learn new systems and platforms