Customer Experience Specialist

What you'll do

• Support the operational performance of Customer Experience vendors, helping ensure service level objectives, quality standards, and customer satisfaction goals are consistently achieved.

• Serve as a key partner to vendor teams by resolving operational questions, coordinating cross-functional support, and helping remove obstacles that impact performance and the customer experience.

• Review customer interactions, operational trends, and performance metrics to identify improvement opportunities, provide actionable feedback, and support continuous improvement initiatives.

• Facilitate calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations, share updates, and drive alignment across teams.

• Support operational escalations and customer-impacting incidents by coordinating responses, monitoring emerging risks and performance trends, and partnering with stakeholders to drive timely resolution.

What you'll bring

• A Bachelor’s Degree in Business, Communications, Operations, or a related field, or equivalent combination of education and professional experience.

• Strong written and verbal communication skills with the ability to build effective relationships across internal teams and external partners.

• Excellent analytical, critical thinking, problem-solving, and decision-making skills.

• The ability to influence stakeholders and collaborate effectively in a matrixed environment without direct authority.

• Experience managing multiple priorities while maintaining strong attention to detail in a fast-paced and evolving environment.

• Proficiency with Microsoft Office applications, Google Workspace tools, and other business productivity platforms.

• Flexibility and adaptability to navigate changing business priorities and operational needs.

• A customer-first mindset with a passion for improving experiences, driving continuous improvement, and raising the bar for service excellence.