Customer Experience Manager (Austin TX)

The Customer Experience Manager role is responsible for overseeing delivery of services across their assigned portfolio. This role oversees end-to-end contract deliverables for each customer. Proactively manage customer experience across the lifecycle of our core offerings.

Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS)
• Undergraduate degree or equivalent work experience
• Preferred: Minimum of seven years of experience in an operations management or engagement management role
• Required: Familiarity of call flows, can interpret network designs, basic Cisco routing, switching and hosted collaboration
• Possess strong organization skills
• Must have the ability to develop and execute efficient and repeatable business processes
• Excellent communication skill, both written and oral
• Comfortable, poised, and affable with engineering, senior level executives, including NWN management
• Proficiency in Service Now Product Suite
• Vendor Management ITIL Foundation Certification
• PMP
• Preferred: PMP

Benefits

• Comprehensive benefits package including medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match
• Unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP)
• Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles

Remote & Overtime

• Remote: Job duties are performed from the employee’s home home or another approved remote location
• Requires Travel - Yes
• Requires Overtime - Yes