Complaint Resolution Manager

The Customer Experience Manager leads a team of Customer Experience Specialists and ensures exceptional service delivery, drive performance excellence, and champion the adoption of innovative AI technologies. This individual will manage day‑to‑day operations while also contributing to long‑term strategy, ensuring our teams consistently deliver exceptional customer experiences. This role requires solid contact center expertise, strong analytical and critical‑thinking skills, and a proactive approach to improving processes and customer outcomes.

Essential Functions

• Lead and coach a high-performing team to achieve SLA, AHT, QA, productivity, NPS, and other key operational goals.

• Oversee day-to-day contact center operations and ensure consistent, high-quality customer interactions.

• Conduct call evaluations, provide coaching, and support a culture of continuous improvement.

• Use data, customer feedback, and analytics to identify trends, diagnose issues, and recommend process improvements.

• Leverage our contact center’s AI tool to surface insights, streamline workflows, and contribute to future enhancement adoption.

• Play an integral role in the adoption of future AI enhancements - supporting user enablement, training, pilot feedback, and rollout activities.

• Collaborate with cross-functional teams—including Training, Quality, Technology, and Operations—to refine procedures and support new initiatives.

• Take initiative independently - identifying gaps, proposing solutions, and driving projects forward with minimal direction.

• Manage escalated customer issues and ensure timely resolution.

• Perform key leadership tasks including hiring, onboarding, timecard approval, performance reviews, and regular coaching.

• Serve as the primary resource for process and procedural guidance for the Customer Experience team.

• Communicate policy updates, procedural changes, and system enhancements clearly and consistently.

• Maintain accurate documentation, follow established controls, and escalate risks in a timely manner.

Required Education and Experience

• Bachelor’s degree in related field, or commensurate work experience required

• 5 years of Operational or Customer Service (preferably Call Center) experience in increasingly elevated roles required

• 2 years of people management experience required

• Bilingual (English and Spanish) candidate preferred

• Financial industry experience preferred

• Attention to detail and accuracy required

• Deep understanding of customer service & contact center methodologies and standards

• Excellent verbal and written communication skills required

• Proficient in the utilization of Microsoft Office Suite

• Ability to thrive in a fast paced work environment

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.