Business Consulting CX Support Manager
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: CX Support Manager
Role Overview
The CX Support Manager leads customer experience support operations and ensures consistent high-quality service delivery across channels. The role is responsible for team management CX performance governance stakeholder management and continuous improvement aligned with business objectives.
Key Responsibilities
- Lead and manage CX support teams to deliver high-quality customer service across all channels
- Define and oversee CX support strategies operating models and service frameworks
- Own service performance management including SLAs KPIs CSAT NPS and escalation handling
- Act as the key point of contact for senior stakeholders regarding CX support performance and issues
- Drive root-cause analysis of major customer issues and implement sustainable improvements
- Collaborate with IT Digital Product and Operations teams to enhance customer journeys and support processes
- Establish and maintain CX governance policies and standard operating procedures
- Manage incident escalation crisis handling and customer communication during service disruptions
- Coach develop and performance-manage CX support team members
- Prepare executive-level reports and insights on CX performance risks and improvement roadmap
Qualifications & Skills
- Bachelors or Masters degree in Business Management Marketing IT or related fields
- 712 years of experience in customer experience service operations or customer support roles
- Proven experience managing teams and complex stakeholder environments
- Strong leadership communication and decision-making skills
- Solid understanding of CX frameworks customer journey management and service design
- Experience with CRM platforms ticketing systems and CX analytics tools
- Ability to manage escalations and operate under pressure
If you can demonstrate that you meet the criteria above please contact us as soon as possible.
The exceptional EY experience. Its yours to build.
EY Shape the future with confidence
EY exists to build a better working world helping to create long-term value for clients people and society and build trust in the capital by data and technology diverse EY teams in over 150 countries provide trust through assurance and help clients grow transform and operate.
Required Experience:
Manager
Key Skills
- Accounts Reconciliation
- B2C
- C#
- ABB
- Corporate Recruitment
- Art
About Company
EY proporciona servicios de Consultoría, Auditoría y finanzas, Impuestos y Estrategia y transacciones que ayudan a resolver los retos más difíciles de nuestros clientes y a construir un mejor mundo de negocios para todos.
