Customer Experience Manager

Overview

The Customer Experience Manager is a strategic role responsible for driving the digital transformation of our customer contact channels. Your mission is to optimize operational efficiency and enhance customer experience by implementing and managing AI-powered solutions (e.g., Voicebots, Chatbots) and maximizing the utility of our Customer Service processes. While leading a team of Customer Service Representatives, your primary focus will be on leveraging technology and data analytics to scale support, improve automation rates, and ensure the seamless operation of human agents and digital channels within defined processes.

Key Responsibilities

• Digital Channel Optimization & AI Implementation (Primary Focus)
• Lead the strategic implementation and deployment of conversational AI tools (Chatbots, Voicebots) and automated routing systems to maximize first-contact resolution through digital channels.
• Monitor and analyze automated ...