{"id":2962568,"url":"https://alion.io/job/clearcaptions-sr-customer-experience-manager-100-remote","title":"Sr. Customer Experience Manager (100% Remote)","company":{"id":2107958,"name":"ClearCaptions","domain":"clearcaptions.com","url":"https://alion.io/company/clearcaptions","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"A","score":98,"open_postings":25,"ghost_share":0,"stale_share":0.08,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-20T07:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T15:54:24Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Position Summary: \nThe Sr. Customer Experience (CEX) Manager manages the day-to-day operations of the customer support activities, leading a team of Customer Support Supervisors to deliver a world-class customer experience. This role supports company and departmental goals by directly influencing the support of current customers, providing solutions to resolve issues, improve adoption of our services, and drive customer retention efforts. \n\nThis is a Remote/Work from Home position reporting to the Director of Customer Service. \n\nWhat you will do: \nProvides leadership to the Customer Support Supervisors and is accountable to the performance and results of the team.\nResponsible for hiring, onboarding, training, and retention of team to ensure right person, right role, right time.\nEstablishes high standards for productivity, quality, customer service, and team cohesiveness.\nProvides weekly team and one-on-one coaching to Supervisors.\nCultivates a strong departmental culture through active team member engagement.\nProvides continuous feedback and conducts performance reviews and other talent assessments for direct reports.\nAssists Supervisors with time, attendance, and scheduling of team members.\nActively listens to and helps to resolve employee relations concerns among the team, working with human resources for escalated situations.\nInstills and promotes company values and mission through role modeling leadership and core value behaviors.\nEstablishes operational objectives and work plans while delegating and developing Supervisors teammates.\nResponsible for developing strategic initiatives for customer lifecycle management improvements.\nManages and improves department performance through monitoring productivity, problem resolution, system audits, and quality assurance measures.\nEnsure proper Supervisor oversight of calls/chats to be handled within the expected levels of service and quality.\nWorks with Supervisors to calibrates representative calls to improve skill and execution.\nConducts data analysis to identify approaches to customer support and retention.\nProvides feedback to management, marketing, and product teams focused on continuous improvement of our products and services.\nWorks with business systems teams to ensure the customer relation management system is set up to collect customer sentiments and data that provides productive insights \nEnsures compliance to guidelines and directives, decisions are guided by policies, procedures, and department goals.\nDelivers on KPI’s for customer experience operations.\nProvides monthly reporting and key insight presentations to senior leadership.\nMaintains consistent professional development through company provided workshops, training, and development opportunities.\nTakes an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team. \nContinually upgrade talent through timely talent management, development, succession planning and recruitment. \n\nQualifications: \nMinimum 7-10 years of leadership experience.\n5-7 years of experience in customer service and/or technical support, preferably in a telecommunications and/or technology-based environment.\nBachelor’s Degree preferred or equivalent years of direct experience leading productive teams.\nMinimum four-years support experience in a call center environment or proven technical ability.\nRespectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.\nAbility to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.\nStrong analytical, planning and budgeting skills. \nAbility to influence others.\nExcellent verbal and written communication skills, presentation, and problem-solving skills.\nSelf-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.\nAbility to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment. \nDemonstrated ability to use discretion, make sound decisions, and maintain confidentiality.\nWillingness and ability to work flexible hours and travel (up to 5%); will include some overnight travel. \nProficient in MS Office, Salesforce CRM, Ring Central, In Contact and modern communication tools for virtual teams (i.e., MS Teams, Word, PowerPoint, and Excel).\n\nPhysical Demands: \nEmployees may experience the following physical demands for extended periods of time: \nSitting, standing, and walking (95-100%) \nKeyboarding (70-90%) \nViewing computer monitor, tablet and cell phone requiring close vision (70-90%) \n\nWork Environment: \nRemote with Travel: Work environment is primarily indoors at home, customer or vendor site, or other business meeting venue; exposure to all types of weather and temperature conditions during travel, and exposure to hazardous driving and traffic conditions. Travel (approx. 5%), may include overnight and out of state travel.","description_format":"text","description_chars":5077,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":7,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hearing Care & Audiology"],"lifecycle":[{"event":"open","at":"2026-10-20T23:17:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":172500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":49,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/clearcaptions-sr-customer-experience-manager-100-remote","json_url":"https://alion.io/job/clearcaptions-sr-customer-experience-manager-100-remote.json","meta":{"generated_at":"2026-10-24T16:16:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23472,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2107958},"rest":"https://alion.io/mcp/rest/get_company?id=2107958"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclearcaptions-sr-customer-experience-manager-100-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclearcaptions-sr-customer-experience-manager-100-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclearcaptions-sr-customer-experience-manager-100-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clearcaptions-sr-customer-experience-manager-100-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclearcaptions-sr-customer-experience-manager-100-remote"}]}