Senior Manager, Customer Centricity

About the Role / About the Job
The Senior Manager, Customer Centricity plays a pivotal role in ensuring exceptional customer interactions by managing how we handle complex conversations that require judgment, empathy, and resolution. This position defines the standards for effective customer conversations and builds the capability of team leaders to deliver consistent quality in every interaction. The focus is on identifying and utilizing every opportunity to serve customers effectively.

Key Responsibilities

Customer Centricity Standard

• Define what a good customer conversation looks like and establish concise criteria.
• Conduct evaluations based on a single judgment per interaction: determine if the interaction meets the standard and identify reasons if it does not.
• Keep standards updated in alignment with evolving products, policies, and customer journeys.

Manager Enablement

• Set the customer centricity standards and empower Team Leaders and Operation Managers to implement these standards effectively within their teams.
• Facilitate ticket-solving sessions with managers to uncover missed opportunities.
• Assess Team Leaders' coaching of agents through LLM analysis.
• Ensure Team Leaders are delivering high-quality coaching to their agents.

CSAT (Customer Satisfaction)

• Take ownership of diagnosing CSAT drivers, understanding breakdowns, and identifying responsible parties for improvements.
• Enhance the ability to recover CSAT, even when outcomes may be unfavorable for customers.
• Categorize detractors into skill, will, product-related, and uncontrollable issues to ensure accountability.
• Differentiate and report blended CSAT and controllable CSAT as separate metrics.
• Channel product-related dissatisfaction feedback to product owners through Experience Leads.

LLM Quality

• Lead the LLM Quality Team, overseeing checklist creation, conversation evaluations, and structured feedback implementation for LLM agent guidance.
• Specialize evaluators by product stream while coordinating with Experience Leads.
• Maintain distinct evaluation models for LLM and human interactions: detailed assessments for LLM Agent checkers versus outcome-driven evaluations for human agents.

Analysis & Insight

• Analyze comprehensive customer data, including evaluation results, CSAT and DSAT verbatims, VoC, complaints, escalations, repeated contacts, and direct conversations.
• Collaborate with Analytics and other function analysts to obtain necessary insights.
• Transform findings into training refreshers, trigger process improvements, and assign ownership and deadlines for changes.
• Measure success based on whether targeted drivers show movement.
• Assemble and lead a small team of skilled individuals with clear accountability for outcomes.

Skills, Knowledge & Expertise

• Demonstrated experience in coaching individuals to cultivate customer relationships, particularly in telesales, retail, hospitality, or service recovery contexts.
• Beyond maintaining checklists, act as a sales coach; ensure agents are skilled in achieving customer satisfaction, regardless of challenges.
• Proficient in data analysis; able to dissect large datasets and articulate findings independently.
• Maintain composure and a level-headed approach in various situations.
• Proven track record of effectively leading change initiatives despite resistance, ensuring lasting results.
• Capable of engaging senior stakeholders with evidence-based positions, adaptable to new evidence when presented.
• Over 7 years of experience in customer experience (CX), service, or sales coaching leadership, with direct ownership of outcomes.
• Comfortable functioning in an environment that heavily utilizes LLM technology.