Customer Experience Operations Manager

BASIC JOB SUMMARY: Reporting to the Director of Operations Support, this position is responsible for the day-to-day leadership and performance of TECs customer experience center.

This role is accountable for delivering an exceptional customer experience while ensuring the team operates efficiently, consistently, and with a strong sense of ownership.

This position leads customer experience advocates, manages staffing and workflow using data to drive action, monitors service quality and operating results, resolves escalated customer concerns, and partners across departments to improve the customer journey.

The manager balances customer care, employee development, operational efficiency, and compliance while promoting consistent, accurate, and professional service across customer contact channels.

The Customer Experience Operations Manager will be the perpetual champion of the customer, walking in their shoes and considering the impact on all decisions for both the customer and the company.

ESSENTIAL JOB FUNCTIONS: The essential job functions and duties described below may not be the only requirements of the position.

It may be necessary to follow other instructions or perform other related duties required by the company.

Lead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journeyLead the overall performance, culture, and customer experience delivered by the Customer Experience team by establishing clear service expectations, fostering accountability, promoting customer ownership, and reinforcing solution-oriented behaviorsLead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journeyPersonally engage in significant or recurring customer issues when leadership intervention is neededManage a high-volume customer contact operation across multiple markets and locationsMonitor daily contact volume, service levels, abandonment, staffing, schedule adherence, productivity, and customer outcomesIdentify risks to service levels early and adjust staffing, schedules, workflows, or priorities accordinglyEstablish clear daily, weekly, and monthly operating rhythms for the departmentEnsure appropriate coverage during peak periods, outages, billing cycles, and other high-volume eventsUse operational data to understand performance and drive improvementUnderstand the story behind the numbers, identify root causes, and create action plans when performance is below expectationsEstablish measurable performance expectations and routinely review resultsConduct regular coaching, one-on-ones, performance conversations, and development planningRecognize high performers while addressing performance concerns promptly and consistentlyDevelop future leaders within the Customer Experience organizationChampion adoption of company sy...