Customer Experience Operations

Role Overview

Social Media and Escalation Management

• Own customer complaint resolution across X, Instagram, Facebook, LinkedIn, and store reviews.
• Monitor channels for escalations, emerging trends, recurring issues, and high-impact complaints.
• Govern the external agency handling social-media responses against service levels, quality, and process standards.
• Own social-media response, resolution, closure, breach, backlog, and repeat-complaint metrics.
• Handle critical escalations, conduct root-cause analysis, and drive corrective actions.

Category Operations

• Manage daily operations for the assigned category and ensure category service-level goals are met.
• Analyze contacts, complaints, and operational trends to identify process gaps and improvement opportunities.
• Partner with Product, Design, and internal teams to prioritize customer issues and implement process improvements.
• Ensure standard operating procedures and operational processes are updated regularly.

Reporting and Collaboration

• Own daily and weekly reporting and analysis of social and category performance for leadership.
• Collaborate with internal and external teams to support smooth execution and issue resolution.
• Maintain external-agency governance and performance against agreed metrics.
• Identify customer trends and insights to improve the overall customer experience.

Skills and Qualifications

• Bachelor's degree in any discipline.
• 7–10+ years of experience in customer experience, social-media operations, escalation management, or related roles.
• Strong experience managing social-media complaints and escalations across multiple channels.
• Strong analytical, problem-solving, stakeholder-management, communication, and customer-handling skills.
• Proficiency in Excel, PowerPoint, and CX reporting or analytics tools.
• Ability to work independently, manage multiple priorities, and drive issues to closure.
• Experience in travel, fintech, or credit cards is a plus.