Senior Manager - Customer Experience

About the Company

Our Client is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Its culture and values have been a cornerstone of its success and growth and makes it unique and is often a differentiating factor as it competes and grows in today’s global marketplace.

Key Responsibilities:

• Lead and manage the Customer Experience site across voice, chat, email, and digital channels; ensure seamless and consistent service delivery at scale.
• Inspire, coach, and develop Customer Experience Managers, Team Leaders, and Associates to foster a high-performance and highly engaged site culture.
• Drive execution against key CE performance metrics including FCR, CSAT, NPS, AHT, Quality, and Productivity, in alignment with MEISA goals.
• Implement and embed Global Customer Experience standards across all teams and touchpoints.
• Continuously monitor customer feedback and operational data to identify trends and drive targeted improvements.
• Lead cross-functional collaboration with Product, Sales, Operations, Technology, and other key partners to improve the end-to-end customer journey.
• Ensure site compliance with policies, regulatory requirements, and governance frameworks.
• Oversee site capacity planning, staffing, and resource optimization based on evolving business needs.
• Lead regular site performance reviews and present progress updates to senior leadership across MEISA and Global.
• Champion a strong customer-obsessed mindset across the site — driving ownership, accountability, and excellence in every customer interaction.

About the Role

Required Qualifications:

• Bachelor’s degree required; MBA preferred.
• 12–15 years of progressive leadership experience in Customer Experience / Service Delivery roles, preferably within a global MNC or regulated industry.
• Proven track record of leading large-scale, high-volume Customer Experience sites or hubs.
• Strong understanding of Customer Experience frameworks and metrics (FCR, NPS, CSAT, Quality, Productivity).
• Demonstrated experience in managing cross-channel support operations — voice, chat, email, digital.
• Strong stakeholder management, communication, and influencing skills at senior levels.
• Hands-on experience with CRM and Contact Centre platforms.
• Proven ability to drive continuous improvement, optimize processes, and lead teams through change and transformation.

Qualifications

Preferred Attributes:

• Experience working in multi-region or multi-lingual Customer Experience environments.
• Exposure to high-growth markets and dynamic operating environments.
• Experience driving and embedding Customer Experience programs (Voice of Customer, NPS programs, Quality frameworks).
• Strong analytical mindset with the ability to translate data into actionable insights.
• Passionate about building and scaling great teams and driving exceptional customer outcomes.