Customer Experience Manager (CRM)

TL;DR

Customer Experience Manager (CRM): Connecting customers, contact center, and internal teams, ensuring smooth experiences and customer feedback drives action with an accent on service level agreements, FCR, and CSAT/NPS. Focus on continuous improvement, operational excellence, and cross-functional strategy to enhance customer experience.

Location: Hybrid in Texas

Salary: $63,964 - $110,872

Company

hirify.global is a global data and technology company, powering opportunities for people and businesses around the world.

What you will do

• Act as a Voice of Customer (VoC), summarizing feedback into insights and action plans.
• Prepare and deliver executive summaries, presenting call-center performance and recommendations.
• Monitor service levels and guide real-time responses to improve performance.
• Identify and lead process improvement opportunities to enhance customer outcomes.
• Collaborate with Product, Marketing, and Account Development on customer-facing enhancements.
• Track project progress, resolve blockers, and evaluate outcomes for new projects.

Requirements

• Bachelor's degree or equivalent experience with 8+ years of strategic leadership.
• 5+ years in client/relationship management, influencing internal and external partners.
• Expertise in customer service leadership with contact center experience and project/program management.
• Strong problem-solving skills and fluent with KPI design.
• Deep leadership and team building skills, able to organize and motivate teams.
• Ability to communicate with executives and work in a remote environment.

Nice to have

• Experience Management integrations with CRM and contact center.
• Dashboard tools that support portfolio visibility and OKR understanding.
• Journey Mapping & CX Design experience.

Culture & Benefits

• Industry-leading benefits supporting wellbeing, growth, and work-life balance.
• Medical, Dental, Vision, and Life Insurance.
• 401(k) with immediate vesting and company match.
• Three weeks of paid vacation, 11 paid holidays, and 5 paid sick days.
• Tuition reimbursement and an Employee Assistance Program.
• Focus on DEI, work/life balance, and development.