Customer Experience Manager

TransPerfect Is More Than Just a Job…

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Contact Center Customer Experience (CS) Manager leads and elevates the TPC customer experience across all touchpoints. They analyze customer feedback, identify areas for improvement, and develop strategies to enhance customer satisfaction and loyalty. The CX manager is passionate about delivering exceptional customer experiences and has a proven track record of leading initiatives in high-volume environments.

Develop and manage the TPC Customer Experience Strategy

Analyze client feedback, call data, and trends to identify areas of opportunity

Design and implement initiatives that improve customer satisfaction and Net Promoter Scores (NPS)

Tracking key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to measure the effectiveness of CX initiatives

Stay current with customer experience best practices and related technologies

Implement process improvements to enhance efficiency and customer outcomes

Lead industry awards application and tracking process

Optimize all points of contact such as website, social media, and customer service channels

Enhance and expand a differientatited brand strategy

Leverage automation and AI-driven tools to improve client service

Perform other duties as assigned

REQUIRE

D SKILLS

Strong analytical and problem-solving skills

Excellent communication and interpersonal skills

Leadership and collaboration skills

Understanding of customer journey mapping and segmentation

Knowledge of relevant CX metrics and best practices

Empathy and emotional intelligence

Strong computer literacy skills; proficiency in MS Office products: Word, Power Point, Excel

Strong organization and project management skills

REQUIRED EXPERIENCE AND QUALIFICATIONS

5+ years of experience in contact center management or customer experience leadership

Strong understanding of call center metrics, technologies, and best practices

Excellent interpersonal, analytical, and communication skills

Proficiency in customer support platforms (e.g., Zendesk, Salesforce, Five9)

Experience leading teams in a fast-paced, metrics-driven environment

Bachelor’s degree or equivalent combination of education and experience

Experience working in a self-directed environment

Ability to travel up to 25% of the time

DESIRED SKILLS AND EXPERIENCE

Experience with omnichannel support (voice, chat, email, social media)

Knowledge of customer journey mapping and VOC (Voice of Customer) programs

Certification in customer experience (e.g., CCXP) or Six Sigma is a plus

R2025-241502