
Senior Customer Experience Manager
15 hours ago
Job Title: Senior Specialist Customer Service Operations
We are seeking a skilled and experienced Senior Specialist to join our team in delivering exceptional customer service across e-commerce and retail channels.
Key Responsibilities:- Manage operations to drive targets, align processes, and act as first escalation point.
- Monitor key performance indicators (KPIs): Net Promoter Score (NPS), Average Handling Time (AHT), case backlogs, service levels, and quality standards.
- Lead regular business reviews with vendors.
- Optimize processes and implement rollouts/new functionalities across regions.
- Support people management by guiding vendor team structures & workload efficiency.
- Bachelor's degree in Business, Communication, or related field (or equivalent experience).
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
- Expert knowledge in Consumer Service operations.
- Strong project management & reporting experience.
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Customer Experience Specialist
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