Senior Manager, Customer Experience

Major Duties Classification: Exempt / Non-Bargaining Position may be located remote. #LI-Remote We are seeking a results-driven Senior Manager of Customer Experience to lead enterprise-wide initiatives that elevate Net Promoter Score (NPS) and drive measurable improvements in service quality. This role owns the execution behind how we listen to, learn from, and act on customer feedback, partnering across the organization to close gaps and build lasting loyalty. You will translate NPS and other data insights into targeted, cross-functional improvement initiatives while working closely with Operations, Product, Training, and Technology teams to solve root-cause issues and elevate the customer experience at every touchpoint. The ideal candidate is an influential program leader with a knack for analytics and passion for the customer experience that enjoys bringing the team together to create a meaningful difference for the customer experience. Responsibilities NPS Program Performance - Lead the enterprise NPS program, setting targets and translating customer sentiment into a prioritized roadmap of cross-functional initiatives. - Ensure feedback systems (including Medallia) surface accurate, timely, and actionable insight into drivers of promoter and detractor behavior. - Build and manage a structured initiative roadmap, ensuring stakeholders are aligned on priorities, timelines, and ownership of action items. - Educate and influence teams at all levels to build a shared sense of ownership over the customer experience and NPS outcomes. Customer Sentiment Analysis - Utilize tools and information available via company records to measure customer sentiment and recommend improvements Quality & Cross-Functional Initiative Leadership - Partner with cross-functional representatives to drive initiatives to help move the customer experience forward - Lead root cause analysis and drive initiatives on recurring quality and experience issues, and drive cross-functional teams to design and implement corrective actions. - Establish and track key performance indicators (KPIs) that connect quality performance to customer satisfaction, loyalty, and retention. - Will also lead other initiatives under the Customer Operations umbrella Qualifications Core Competencies - Analytical Expertise: Skilled in translating qualitative and quantitative customer and quality data into strategic, actionable initiatives. - Cross-Functional Leadership: Proven ability to lead and influence cross-functional teams and drive initiatives without direct authority. - Process & Program Management: Experience managing VoC, NPS, or quality feedback ecosystems (Medallia experience preferred). - Communication & Influence: Strong storyteller, able to synthesize data into compelling insights and gain buy-in at all levels. - Customer-Centric Mindset: Passionate about understanding evolving customer needs and translating them into measurable improvements. - Problem Solving: Comfortable balancing short-term fixes with longer-term, structural improvements. Minimum Requirements Bachelor's degree in Business, Marketing, Communications, or related field (Master's degree preferred). 7+ years of progressive experience in customer experience, quality assurance, or customer strategy roles. Experience with fiber internet, telecom, or call center environments preferred. Demonstrated success leading cross-functional initiatives that drove measurable NPS or quality improvement. Proficiency in customer analytics and feedback/quality tools (e.g., Medallia, Genesys, agentic IVR solutions). Experience with Six