Manager, Client Experience

Translate company strategy into clear team priorities, actionable plans, and measurable outcomes.

Leadership & Team Development

Build, lead, and develop a high-performing team of HR Specialists.

Conduct regular 1:1s to review performance, provide coaching, and support career growth.

Set clear expectations and hold team members accountable to performance, quality, and behavioral standards.

Mentor emerging leaders and strengthen leadership capabilities across the team.

Operational Excellence & Quality

Oversee day-to-day operations, ensuring effective prioritization, SLA adherence, and consistent service delivery.

Conduct ongoing quality assurance (QA) reviews to uphold support standards and identify coaching opportunities.

Identify operational risks and gaps, implementing solutions to maintain stability and improve performance.

Performance & Metrics

Own and monitor key performance metrics, including CSAT, response and resolution times, quality, and productivity.

Use data and insights to identify trends, drive accountability, and inform decision-making.

Foster a metrics-driven culture, ensuring the team consistently meets or exceeds established targets.

Cross-Functional Impact

Partner with internal teams to resolve issues, improve workflows, and reduce friction across the customer and employee experience journey.

Support and execute cross-functional initiatives led by senior leadership to advance key business priorities.

Change & Continuous Improvement

Lead and support change initiatives while modeling adaptability in a fast-paced, evolving environment.

Proactively identify opportunities and risks, driving improvements to processes, documentation, and tools that enable scalability and long-term success.