What are the responsibilities and job description for the Customer Experience Operations Manager position at TEC?
BASIC JOB SUMMARY:
Reporting to the Director of Operations Support, this position is responsible for the day-to-day leadership and performance of TEC’s customer experience center. This role is accountable for delivering an exceptional customer experience while ensuring the team operates efficiently, consistently, and with a strong sense of ownership. This position leads customer experience advocates, manages staffing and workflow using data to drive action, monitors service quality and operating results, resolves escalated customer concerns, and partners across departments to improve the customer journey. The manager balances customer care, employee development, operational efficiency, and compliance while promoting consistent, accurate, and professional service across customer contact channels. The Customer Experience Operations Manager will be the perpetual champion of the customer, walking in their shoes and considering the impact on all decisions for both the customer and the company.
ESSENTIAL JOB FUNCTIONS:
The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties required by the company.
- Lead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journey
- Lead the overall performance, culture, and customer experience delivered by the Customer Experience team by establishing clear service expectations, fostering accountability, promoting customer ownership, and reinforcing solution-oriented behaviors
- Lead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journey
- Personally engage in significant or recurring customer issues when leadership intervention is needed
- Manage a high-volume customer contact operation across multiple markets and locations
- Monitor daily contact volume, service levels, abandonment, staffing, schedule adherence, productivity, and customer outcomes
- Identify risks to service levels early and adjust staffing, schedules, workflows, or priorities accordingly
- Establish clear daily, weekly, and monthly operating rhythms for the department
- Ensure appropriate coverage during peak periods, outages, billing cycles, and other high-volume events
- Use operational data to understand performance and drive improvement
- Understand the story behind the numbers, identify root causes, and create action plans when performance is below expectations
- Establish measurable performance expectations and routinely review results
- Conduct regular coaching, one-on-ones, performance conversations, and development planning
- Recognize high performers while addressing performance concerns promptly and consistently
- Develop future leaders within the Customer Experience organization
- Champion adoption of company systems, customer management platforms, workforce tools, communication tools, and operational platforms
- Ensure employees adopt new processes and front-line employees are supported through accessible process documentation
- Identify inefficient processes and recommend scalable solutions
- Analyze customer feedback, escalations, repeat contacts, surveys, and operational trends to identify root causes, reduce unnecessary contacts, and drive continuous improvement across the organization
- Partner with cross-functional teams to improve workflows and ensure frontline teams understand process changes
- Participate actively in testing and implementation of new systems, products, and customer-facing processes
- Serve as a key connection point between Customer Experience and other operational teams like Dispatch, Repair, Field Operations, Network, Sales, Billing, Service Delivery, & Marketing
- Ensure customer-impacting operational issues have clear ownership, communication, and escalation paths
- Represent the voice of the customer in operational discussions and decision-making
- Help create processes that prevent customers from being passed between departments without resolution
- Identify opportunities for self-service, automation, improved customer communication, and process simplification
- Support the development of a scalable Customer Experience organization capable of supporting continued company growth
OTHER JOB FUNCTIONS:
- Other duties as assigned