Manager, Customer Experience Platforms

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Experience Platforms based in the United States. This is a hands-on leadership role responsible for managing and expanding customer experience and contact center technology platforms in a remote environment. You will oversee day-to-day service delivery while strengthening platform capabilities through integration, automation, and continuous improvement. The role combines people leadership, operational management, technology strategy, financial oversight, and client engagement. You will work closely with internal teams, mission customers, technology vendors, and development partners to deliver reliable and scalable solutions. The position offers an opportunity to shape service roadmaps and introduce emerging capabilities such as conversational AI, virtual agents, intelligent routing, and agent assist. Success requires a strong understanding of contact center operations, IT service management, customer experience metrics, and modern CX platforms. You will also contribute to business development, strategic vendor management, and the continued growth of the organization’s CCaaS capabilities.

Responsibilities

• Lead the delivery and ongoing operations of Contact Center as a Service (CCaaS) offerings, serving as the primary management contact for service agreements and customer relationships.
• Manage and coordinate resources across service delivery teams to maintain high-quality service, resolve issues effectively, and meet service-level requirements.
• Lead, mentor, and support team members while promoting strong operational practices, knowledge sharing, and professional development.
• Partner with strategy, finance, human resources, supply chain, and other cross-functional teams to align service delivery with organizational priorities.
• Identify and implement process improvements that increase operational efficiency, reduce risk, improve performance, and enhance customer experiences.
• Manage the service area budget and support financial planning, forecasting, resource allocation, and fiscal accountability.
• Evaluate customer feedback and operational data to identify opportunities for improving service quality, simplifying processes, and strengthening the overall customer experience.
• Maintain systems availability through sound architecture and design practices, comprehensive testing, disciplined releases, and responsive root cause analysis.
• Collaborate with executives, business leaders, technology teams, and vendor partners to develop and execute service and technology roadmaps.
• Develop marketing and enablement materials, including demonstration platforms, white papers, and other resources that support technology recommendations and customer engagements.
• Estimate effort for incoming requests and help prioritize work across the team based on business value, urgency, resources, and strategic objectives.
• Continuously evaluate people, processes, and technology to identify and address inefficiencies, operational risks, and opportunities for automation.
• Identify and implement sales strategies and tactics that support current and future customer experience services.