Customer Experience Manager

We are seeking an experienced and dynamic Manager, Customer Experience to join our company.

The Customer Experience Manager is a key strategic and functional leader who is responsible for enhancing the customer experience across our customer’s journey and driving improvements through cross-functional teams to deliver a world-class customer experience.

At 411 BPO, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.

• Bachelor’s degree or equivalent work experience
• Experience (3-5 years) in a Customer Experience role building, executing, and/or improving the holistic customer experience in the SMB market focusing on high volume, small ticket items.
• Proven track record of designing and improving successful voice and non-voice customer journeys.
• Experience with call center operations including operations in PH and Mexico
• Must be highly organized, collaborative, and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines.
• Sound business judgment, a proven ability to influence others, analytical skills, and a proven track record of taking ownership and delivering results.
• Strong attention to detail and a desire to make a difference.

• Drive the deep understanding and optimization of the customer journey and holistic customer experience to increase customer satisfaction resulting in decreased churn.
• Use customer insights and other data sources to identify, prioritize, and facilitate cross-functional initiatives that drive improvements to the customer experience.
• Define, validate, implement, and manage pilots and programs focused on removing friction within the customer journey.

• Deliver strategic recommendations to CS Leadership highlighting the current state of the customer experience, risks and opportunities.
• Proactively develop strategies, set priorities, and operationalize approved changes to optimize the customer journey through partnership with peers across CS and other departments.
• Build and manage a scalable VoC program with multiple customer listening posts to gain invaluable insights into customer risk.
• Drive transparency, accountability and action to improve the customer experience.
• Lead a team focused on the continuous improvement of the customer journey including operational support, theory testing, VoC, data analytics, and customer enablement.
• Work closely with cross-functional teams to drive successful cross-functional alignment and action to improve the Customer Journey.
• Work with leadership to define, test, launch and scale initiatives that deliver positive outcomes to customers and the business.
• Other duties as assigned by the VP, Customer Success

Remote Full-time, Monday - Friday, 7 am - 4 pm PST

Minimum years of experience: 2-3

Ideal years of experience: 3-5

Critical - Building, executing, and/or improving the holistic customer experience in the US SMB market focusing on high volume, small ticket items. Critical - Proven track record of designing and improving successful voice and non-voice customer journeys.

Bachelor’s degree or equivalent work experience

Base + Monthly Bonus

• >90% Gross Revenue Retention
• <115% Net Revenue Retention
• 1% increase in MoM LTV
• x% improvement in MoM Customer Health (baseline TBD)
• NPS >55%

• Get Stuff Done, Deliver Results, Own It
• Directly Communicate, Fiercely Collaborate
• Innovate Always and in All Ways
• Domain Experts, Company Experts
• Growth: Customers, Company, People

At 411 BPO, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication.

Join 411 BPO and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins.

To apply, please submit your resume outlining your relevant experience. We look forward to reviewing your application

Note: Only shortlisted candidates will be c