Customer Experience Manager

Purpose of the RoleLead and execute strategies to deliver an outstanding customer experience across all channels, in-person, call center, and digital, aligned with company goals. Responsible for improving customer satisfaction and loyalty, optimizing service processes, and ensuring high-quality customer data and system interoperability.Key ResponsibilitiesLead the Customer Experience team to achieve service excellence and customer satisfaction.Design and implement strategies that improve customer interactions and operational efficiency.Monitor performance through KPIs such as NPS and drive continuous improvement.Oversee digital channels, call center operations, and in-person customer service.Ensure data integrity, service quality, and compliance with company and regulatory standards.Manage customer communication and coordination with internal teams and external partners.Supervise the logistics and ensure efficient service delivery.Identify and develop new opportunities to enhance customer experience and add value.QualificationsExperience: 5+ years in Customer Experience or Customer Service leadership roles, preferably in utilities or large-scale service industries.Education: Bachelor’s degree in Business, Industrial Engineering, or related field.Skills: Process optimization, SAP knowledge, quality management (ISO 9000), project management, customer service, and digital tools.Language: Bilingual (English/Spanish)