Manager - Customer Experience

Position Summary

The Customer Experience Manager at Prime Communications is an employee-facing leader focused on ensuring customers receive a seamless and consistent experience across all interactions. This position will join and complement the existing Customer Experience Manager role, working collaboratively to support field teams, manage escalations, and provide resources that strengthen employee capability. The Manager partners with cross-functional teams to implement programs that drive key customer satisfaction metrics, such as CSAT and Google Reviews, while fostering a culture of accountability and professionalism across the organization.

Key Responsibilities

• Partner with the existing Customer Experience Manager to ensure consistent execution of customer service standards and initiatives.

• Act as a resource for customer escalations, working with field leadership to drive timely and effective resolution.

• Support employee development by providing tools, resources, and training that enhance service capabilities.

• Collaborate with cross-functional teams to design and implement programs that improve CSAT, Google Reviews, and other key customer experience measures.

• Monitor customer and employee feedback to identify trends, share insights, and recommend actionable improvements.

• Reinforce company policies and best practices to promote consistency and professionalism across the field.

• Contribute to building a culture of accountability, continuous improvement, and customer-first thinking.

• Strong organizational, problem-solving, and analytical skills.

• Effective written and verbal communication skills with the ability to build trust and influence across teams.

• Ability to maintain professionalism and courtesy when handling escalations.

• Demonstrated ability to learn quickly and apply feedback to drive growth.

• Reliable, adaptable, and responsive in a fast-paced environment.

• Collaborative mindset with a focus on results, teamwork, and career development.