Customer Experience Manager
First seen by Alion on Oct 23, 2026.
Position Purpose:
Our Customer excellence manager ensures that the customers of a company are satisfied. Their role is to provide superb customer support by leading and motivating the customer support team and creating customer satisfaction goals. (Delivering World Class Customer Service)
Supervisory Responsibilities:
Oversee building tracking and managing the customer interactions to deliver a superior customer experience and NPS.
Key Responsibilities:
- Ensuring that customer support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources.
- Reflects the importance of customer experience to the overall performance of the business and establishes himself as the go-to expert for senior sales management within the sales department and the business at large.
- Playing the lead role in strategy formulation for the customer support department.
- Driving necessary changes for the improvement of operating and organizational efficiency of the customer support team.
- Training & Quality Assurance Management.
- Conducting financial analysis for the department managing the departmental budget and voicing any additional financial support to the finance department for the purpose of facilitating improvement in customer support initiatives.
- Manage & Lead customer support department and teams
- Evaluating team performance
- Create needed reports.
Requirements
Required Skills:
- World Class Customer Service / Excellent
- COPC Implementation Awareness / Excellent
- Performance Management / Excellent
- Workforce Scheduling and Queue management / Excellent
- Performance Management / Excellent
- Training & Quality Assurance Management / Good
- Coaching Programs / Good
- Effective leadership styles / Good
- Managing Changing Environments / Good
- Rick Management / Good
- Strategic planning / Good
- Motivational skills Good
- Inspire the others Good
- People management Excellent
- Time Management Excellent
- Effective leadership styles
- People management
- Problem solving
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Required Skills:
Fluent English Speaker is a Must Minimum of 7 years of experience resolving complex employee relations issues. Working knowledge of multiple human resource disciplines including compensation practices organizational diagnosis employee and union relations diversity performance management and federal and state respective employment laws. Bachelors degree preferred. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Ability to comprehend interpret and apply the appropriate sections of applicable laws guidelines regulations ordinances and policies. Ability to acquire a thorough understanding of the organizations hierarchy jobs qualifications compensation practices and the administrative practices related to those factors. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software.