Lead Customer Service Experience Manager

About the role

This position assumes a lead role ensuring customer expectations and department objectives align, and managing escalations when discrepancies arise, by being accountable for timely resolution while also maintaining the client relationship. A positive and productive relationship is maintained by employing deep cross-functional knowledge of the organization, as well as historically proven resolution paths.

What you'll do

• Serve as the primary escalation point for high-priority customer issues and ensure timely resolution while maintaining exceptional customer satisfaction
• Establish clear expectations with customers and internal stakeholders and align outcomes with departmental objectives, procedures, and business priorities
• Lead solution-oriented escalation management by assessing business impact, coordinating cross-functional resources, and driving issues to successful resolution
• Partner with customers to understand underlying business challenges and distinguish between what customers request and what they truly need
• Effectively manage customer expectations and confidently challenge unrealistic requests while maintaining positive, professional relationships

What you need

• 4–7 yrs of experience
• Customer service
• Customer success
• Escalation handling
• MS Office
• ITIL
• Lean
• B.Tech or B.E.

Good to have

• Clinical research
• Six Sigma
• Power BI
• Power Automate
• Root cause analysis
• PowerPoint