Senior Manager- Experience, Quality and Training

Senior Manager- Experience, Quality and Training COE

• Drive the overall vision and execution of the Experience, Quality, and Training initiatives across regions, ensuring alignment with organizational goals and impactful outcomes.
• Lead initiatives to continuously improve the customer journey by leveraging proactive insights, adopting industry best practices, and ensuring every interaction creates a “WOW” experience.
• Guide the adoption and optimization of digital channels to create seamless, unified customer support experiences.
• Support the CCC transformation efforts, being a key player in providing inputs and proactively giving insights that drive decision making.
• Develop and enforce quality benchmarks to ensure excellence in interactions across all support channels.
• Oversee the design and deployment of advanced training programs, enhancing workforce skills and promoting a culture of continuous learning and improvement.
• Lead efforts to innovate and implement creative solutions, staying ahead of industry trends to ensure the COE remains a leader in best-in-class practices.
• Establish the COE as a central, influential part of the organization’s transformation efforts, driving cross-functional initiatives and working in collaboration with other teams and/or functions
• Foster a collaborative and innovative environment that motivates teams, leverages diverse expertise, and delivers measurable customer and business impact
• Lead and inspire a global team, fostering interaction and engagement to ensure high performance across regions.
• Build and maintain strong relationships with key stakeholders, influencing decision-making through clear communication and strategic positioning of the COE.

• Leadership and Visionary Skills: Proven ability to lead, inspire, and transform global teams in a dynamic, fast-paced environment, while overseeing projects with different levels of complexity.
• Stakeholder Management: Strong experience in managing and influencing stakeholders at all levels, building trust and strategic partnerships.
• Storytelling and Communication: Excellent communication skills with the ability to craft compelling narratives that align teams and stakeholders around common goals.
• Innovation and Creativity: Ability to drive innovative solutions and think creatively to overcome challenges and seize opportunities for improvement.
• Engagement and Collaboration: Skilled in driving engagement, building inclusive team cultures, and collaborating across functions and regions.
• Strategic Thinking: Adept at positioning teams and initiatives strategically to align with broader organizational goals and business outcomes.
• Knowledge of digital channels and experience in supporting digital integration efforts in a customer support or experience-focused environment.
• Excellent cross-functional collaboration skills, with the ability to engage and inspire direct and extended teams.
• Creative thinker with a passion for continuous improvement and innovation.
• Previous experience in similar roles is a plus, ideally within a global or multi-regional setting, demonstrating a strong track record of delivering impactful results.

Be part of a dynamic and forward-thinking organization where your leadership will shape the future of customer experience, quality, and training for a global customer base. Lead a team of dedicated professionals committed to transforming every customer interaction into an exceptional experience, setting new standards in the industry, and driving transformation.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.