Customer Experience & Complaint Resolution Manager

The Customer Experience & Complaint Resolution Manager leads a blended team of Customer Experience Specialists and Complaint Resolution Specialists, driving exceptional service delivery, efficient complaint resolution, and strong operational performance. This role oversees day-to-day contact center and complaint operations while contributing to long-term strategy, continuous improvement, and the adoption of AI-enabled tools.

The ideal candidate brings deep contact center and complaint management expertise, strong analytical and critical thinking skills, and a proactive, solutions-oriented mindset to improve customer interactions and outcomes.

Essential Functions

• Lead, coach, and develop a blended team to achieve key performance metrics including SLA, AHT, QA, productivity, NPS, complaint timeliness, and resolution quality

• Oversee daily contact center and complaint operations to ensure consistent, high-quality, and compliant customer outcomes

• Manage complaint intake, triage, prioritization, and assignment to ensure timely and accurate resolution

• Conduct quality reviews of calls and written complaint responses; provide coaching and ensure adherence to quality and regulatory standards

• Analyze operational data, complaint trends, and customer feedback to identify root causes and drive process improvements

• Leverage AI-enabled tools to enhance insights, optimize workflows, support trend analysis, and improve quality outcomes

• Support adoption and expansion of AI capabilities, including training, user enablement, pilots, and rollout initiatives

• Partner cross-functionally with Training, Quality, Technology, Operations, Compliance, and Legal to improve processes and customer outcomes

• Identify gaps, propose solutions, and independently drive performance and process improvements

• Perform core people leadership responsibilities including hiring, onboarding, performance management, and coaching

• Communicate policy updates, procedural changes, and system enhancements effectively

• Maintain accurate documentation, ensure adherence to controls, and proactively escalate risks or systemic issues

Required Education and Experience

• Bachelor’s degree in related field, or equivalent 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

• Experience working with or supporting AI tools in a contact center environment strongly preferred

• Financial services industry experience preferred

• Strong knowledge of contact center operations, customer experience methodologies, and complaint management practices

• Excellent analytical, problem-solving, and critical thinking skills

• Strong verbal and written communication skills

• High attention to detail and accuracy

• Proficiency in Microsoft Office Suite

• Ability to thrive in a fast-paced, evolving 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.