Customer Experience Area Manager- Remote

I. Job Summary

The Customer Experience Manager (CEM) is responsible for leading a team of Customer Service Managers (CSMs) in the execution of inbound contact center operations supporting an assigned region. The CEM partners closely with Contact Center leadership, Human Resources, and internal business partners to drive operational excellence, employee engagement, and customer satisfaction across the Contact Center organization.

This role is accountable for analyzing performance trends, setting strategic priorities, developing frontline leadership capabilities, and ensuring consistent execution of organizational standards related to performance management, coaching, employee development, and operational results.

In partnership with the Manager of Customer Engagement, the CEM serves as a liaison to Area Leadership teams, providing Contact Center performance insights, operational reporting, and action plans that support business objectives and continuous improvement.

II. Essential Duties and Responsibilities

• Lead and develop a team of Customer Service Managers responsible for delivering operational, customer experience, and employee engagement results within an assigned region.
• Utilize operational data, reporting, and business insights to identify performance strengths and opportunities, establish priorities, and develop action plans that drive continuous improvement.
• Establish and communicate strategic and performance objectives in alignment with Contact Center leadership priorities and organizational goals.
• Validate execution of performance management, coaching, and development routines to ensure leadership effectiveness and alignment with organizational standards.
• Monitor and drive performance against key operational and customer experience metrics, ensuring accountability and achievement of established goals.
• Partner with Human Resources and leadership teams to cultivate a culture of accountability and performance, support employee relations, develop talent, drive succession planning, and advance workforce engagement initiatives.
• Serve as a liaison between Contact Center Operations, the Manager of Customer Engagement, and Area Leadership teams, providing performance insights, operational reporting, and action plans that support business objectives and continuous improvement.
• Lead and influence cross-functional initiatives that enhance employee engagement, improve customer experience, and support organizational performance objectives.

III. Qualifications

A. Required Qualifications

• Candidates must live and work in the US
• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience
• 2 years direct call center management experience (in addition to education requirement)

B. Preferred Qualifications

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Remote opportunity; 10% travel as needed.
 

PAY: The expected base pay range for this remote position across the U.S is $108,600 - 143,900.00. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

Benefits:
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.