Sr. Manager, Customer Experience Operations - Remote Eligible

Senior Manager Of Customer Experience Operations

Your future is secured with ISC2, a leading nonprofit organization for cybersecurity professionals. Our core values drive everything we do in support of a safe and secure cyber world. Our certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills, and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, educates the most vulnerable about cyber risks and empowers access to enter and thrive in the cyber profession.

We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment, and connectedness that empowers all our successes.

This position is not eligible to residents of California. The Senior Manager of Customer Experience Operations will lead efforts in optimizing customer interactions and enhancing service delivery. This role is pivotal in ensuring that our customers and members receive exceptional service and that their needs are met effectively. The incumbent will be responsible for managing the Global Customer Experience team, managing the day to day operations of the teams in the NAR, EMEA, APAC, with regional Supervisors reporting into this role. This role is also responsible for the performance and achievement of the designated Global KPI's associated with the role, and will help shape and execute the CX strategy.

Responsibilities include implementing the CX strategy, managing the support services team structure for global operations, overseeing daily operations of the customer experience team, developing and implementing operational strategies, collaborating with various departments, leading, mentoring, and developing customer service staff, establishing and managing customer feedback mechanisms, collaborating on initiatives aimed at enhancing customer engagement, loyalty and retention, working with management in managing SLA's, KPIs, and other performance standards, partnering with key internal stakeholders to integrate and execute programs and processes, working with IT to use the chosen customer experience platform, and performing miscellaneous projects and duties as assigned.

Behavioral competencies include demonstrating and supporting the company core values, passion for customer experience, driving positive change, critical attention to detail, big picture vision, self-awareness, high emotional intelligence, ability to delegate effectively, respect for colleagues and subordinates, adaptability and resiliency, and a customer-focused mindset.

Management responsibilities include employee development and management.

Qualifications include excellent communication skills, strong project and organizational management skills, strong analytical skills, exceptional problem solving skills, proficiency in customer service software and CRM systems, strong knowledge of phone and live chat systems and technology, proficiency in CX software and tools, and strong knowledge of Microsoft Office Suite.

Education and work experience include a Bachelor's degree in a related field, over eight years of experience in training, customer experience management or quality assurance, preferably in a customer service environment, with at least 2 years in a leadership role, experience developing and managing quality and training programs and initiatives, excellent leadership skills, experience of leading and motivating diverse high-performance teams in a global customer experience environment, and public speaking and presentation experience.

Physical and mental demands include up to 5% travel required, work normal business hours and extended hours when necessary, regular use of office equipment, and dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.

Equal Employment Opportunity Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Job Locations: US-Remote