Sr Mgr Customer Experience

The Tier 1 Customer Experience Manager leads a modern, customer-centered operation across multiple customer channels while managing a remote customer service team. This role owns end-to-end Tier 1 triage, case ownership, resolution, and escalation management, and identifies repeatable customer inquiries for migration to Tier 0 (AI-powered self-service, automation, and knowledge). The position ensures strong operational controls, Salesforce-enabled visibility, measurable performance (including SLA/KPIs and quality), and clear progress in reducing avoidable human-assisted contacts through AI containment/routing.

• →Provide strategic leadership and oversight for Tier 1 triage and case resolution across supported channels, ensuring timely, accurate, empathetic, and consistent outcomes through clear accountability, escalation governance, and documentation.
• →Managing a remote Tier 1 organization by aligning staffing, capacity, priorities to customer demand and business objectives and driving retention, engagement, and performance.

• →Provide leadership and direction to Supervisors as they coordinate subject-matter experts, equipping associates with the knowledge and resources needed to deliver effective, coordinated resolutions

• →Define and enforce measurable SLAs/KPIs (service level, response and resolution time, first-contact resolution, transfers, AHT, quality, productivity, CSAT, and AI containment/deflection) and manage performance to targets.
• →Use Salesforce data, dashboards, and root-cause analysis to improve routing, playbooks, SOPs, knowledge content, workflows, and overall, Tier 1 performance and controls.
• →Establish and govern Tier 1-to-Tier 2 escalation criteria and workflows, including feedback loops that reduce avoidable escalations and improve handoffs.
• →Identify repeatable inquiry types for migration to Tier 0 and partner with AI/automation teams to implement, validate, and continuously improve self-service, knowledge, and automation solutions.
• →Provide executive reporting and lead continuous improvement, turning operational insights into action plans, developing leaders, and partnering cross-functionally with Salesforce/IT, Product, Operations, and AI/technology teams.

• Bachelor’s degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
• Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
• Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
• Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.

• Bachelor’s degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
• Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
• Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
• Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.

Full-time and part-time positions are available. To explore this exciting Account Executive opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.  

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.