CX Manager

Role Description The CX Manager is a full-time, on-site role based in Carrollton, TX, responsible for overseeing and optimizing the end-to-end customer experience. This role manages day-to-day customer interactions, monitors customer satisfaction metrics, and coordinates with support and operations teams to resolve issues promptly and effectively. The CX Manager designs and implements customer experience initiatives, gathers feedback, and uses data to identify trends and improvement opportunities. They collaborate with cross-functional teams to align processes and communication with customer needs, create and refine customer service standards, and ensure consistent, high-quality experiences across all touchpoints. The role also involves reporting on key CX performance indicators, coaching team members on customer-centric behaviors, and contributing to strategic planning to enhance loyalty and retention.
Qualifications

• Strong customer-facing skills, including Customer Satisfaction, Customer Experience, and Customer Service capabilities, with a focus on building trust and long-term relationships.
• Solid Analytical Skills to interpret customer data, identify patterns, and recommend actionable improvements to processes and service delivery.
• Excellent Communication skills, both written and verbal, to convey information clearly, manage expectations, and collaborate with internal and external stakeholders.
• Experience leading or coordinating customer-focused teams, with the ability to coach and develop team members in CX best practices.
• Familiarity with CRM and customer feedback tools, and comfort working with dashboards and reports.
• Proven ability to manage multiple priorities, work on-site in a fast-paced environment, and make decisions aligned with customer and business goals.
• Bachelor’s degree in Business, Marketing, Communications, or related field, or equivalent practical experience.
• Experience in telecommunications or a related industry is a plus.