Client Experience Manager

Scope of Responsibility

Receives high-level objectives rather than task-level direction
Sets team priorities, allocates resources, and resolves competing demands
Makes independent people and delivery decisions within established goals
Accountable for sustained performance, engagement, and development of a team
Influences outcomes through planning, prioritization, and performance management

Essential Functions

• Leadership & Operational Oversight
• Provides leadership for the Client Management team, including departmental structure, priorities, and decision-making
• Establishes and monitors performance and service delivery metrics to evaluate team performance, inform strategic priorities, and support continuous improvement in service delivery
• Serves as a liaison with the test administration partner by submitting and tracking support tickets, ensuring timely resolution for standard exam administrations
• Led continuous improvement efforts to increase quality, efficiency, and effectiveness of customer service
• Drives adoption of AI-enabled tools and technologies to streamline workflows and improve accuracy
• Supports department and company-wide initiatives and cross-functional priorities
• People Management
• Serves as the primary communication lead for the client management team, ensuring team alignment on products, services, policies, procedures, and organizational updates
• Led training and change management efforts across the team
• Manages performance by clarifying expectations, addressing performance issues, and providing regular feedback, training, and coaching for skill development
• Establishes clear goals, expectations, and success metrics for direct reports
• Manages team workflows, cross-functional coordination, allocates resources effectively, and resolves complex operational issues
• Customer Experience & Service Excellence
• Drives initiatives to enhance the overall customer experience across all service channels
• Develops and implements solutions to service challenges in digital platforms, communications, and service delivery
• Ensures consistent, high-quality customer service through clear expectations, monitoring, and coaching
• Maintains the ability to perform all core customer service functions and actively supports the team during high-volume periods, escalations, or resource constraints to ensure seamless service delivery
• Quality Assurance & Compliance
• Ensures the quality and compliance of customer service activities by monitoring performance and service-related metrics
• Leads reviews and updates of forms, handbooks, website content, and other published materials to ensure accuracy, consistency, and compliance with policies, accessibility, and accreditation standards
• Collaborates with the team to resolve general, administrative, technical, and security-related complaints and investigations; ensures timely issuance of formal responses and accurate documentation for completeness, compliance, and quality

Required Qualifications

• Education and Experience: High school diploma or equivalent, associate’s degree or higher preferred, 6+ years of progressively responsible experience in customer service, including 2+ years of people management experience, or equivalent combination of education and experience
• Demonstrated experience in enhancing customer service operations and implementing tools and technology
• Advanced knowledge of business and productivity software, Customer Relationship Management (CRM), and Microsoft 365
• Able to perform advanced-level tasks independently including customizing workflows, generating complex reports, troubleshooting issues, and providing training or support to others

Competencies

• Effective communication skills
• People and performance management
• Evidence-based decision making
• Critical thinking
• Customer orientation and service excellence
• Attention to detail and results orientation
• Continuous improvement
• Collaboration
• Adaptability and resilience

Work Environment and Physical Demands

• Work environment – Hybrid
• Work schedule – 35 hours per week (full-time)
• Physical demands: Sitting, standing, and walking – frequently (2.5-5.5 hours/day); Fine hand manipulation and grasping/handling – frequently (2.5-5.5 hours/day); Reaching above shoulder level – rarely (not daily); Bending, stooping, pushing, pulling, lifting, and carrying up to 50 lbs. – rarely (not daily)

Benefits

• 35-hour work week
• over 30 paid days off each year
• paid medical insurance
• matched 401K plan and discretionary profit-sharing contributions
• annual bonus and salary adjustments
• covered life insurance and short-term and long-term disability
• voluntary benefits: vision, term life, critical illness, accident, and pet insurance

About the Role

Join Our Team At NBCOT, justice, equity, diversity, and inclusion (JEDI) are an integral part of our mission and vision and having a diverse staff and inclusive workplace is one of the ways we put our values into action. We promote a culture where employees collaborate in an energizing environment while focusing on the high-quality work that makes us stand out in the certification industry. We also believe that life-work balance is important and demonstrate this belief with a generous benefits package.

Benefits Package

• Generous benefits package including:
• 35-hour work week
• over 30 paid days off each year
• paid medical insurance
• matched 401K plan and discretionary profit-sharing contributions
• annual bonus and salary adjustments
• covered life insurance and short-term and long-term disability
• voluntary benefits: vision, term life, critical illness, accident, and pet insurance

Pay

$85,000 - $95,000 depending on experience

Schedule

35 hours per week (full-time)