SMB Quality Assurance Manager
7 days ago
We are seeking a Customer Experience Program Manager to join the SMB Customer Experience team, where you will be responsible for driving meaningful outcomes in customer satisfaction (CSAT).
This role involves managing a portfolio of projects that help shape the sales strategy, ensure customer feedback is acted upon, and contribute to overall business performance improvements.
The ideal candidate thrives in a dynamic environment, is highly collaborative, and has a deep understanding of customer needs and operational excellence.
Key Responsibilities:- Drive customer satisfaction improvement initiatives across assigned business units.
- Analyze customer feedback data to identify trends, gaps, and areas for improvement, making recommendations that lead to actionable changes.
- Build and maintain relationships with key business stakeholders, influencing and driving customer-centric initiatives across the organization.
- Develop and implement scalable processes for feedback collection, data management, and sharing to ensure consistency and reliability of customer insights.
- Proactively monitor program outcomes, adjusting strategies as necessary to ensure the continuous improvement of CSAT scores and customer experiences.
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