Customer Experience Manager, Executive Office

About This RoleAI processing…

Key Responsibilities

• 1
  Partner with CX Senior Leadership to set strategy and lead day-to-day operations for complaints management and escalations across our most complex and sensitive customer issues.
• 2
  Lead and develop a team of senior Customer Experience specialists, setting clear expectations and building the judgment and capabilities needed to navigate complex customer situations.
• 3
  Coach and develop senior specialists to raise the performance bar, strengthen decision-making, and deliver thoughtful, consistent resolutions.
• 4
  Establish and continuously improve resolution strategies, operating standards, and escalation practices across the team.
• 5
  Monitor key performance indicators, complaint trends, and customer friction to identify emerging risks and opportunities for improvement.
• 6
  Translate insights from complex cases into systemic improvements, partnering across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes.
• 7
  Advise CX leadership on complaint and escalation trends and how they should inform broader business priorities and customer experience strategy.
• 8
  Partner closely with Compliance and other key stakeholders to ensure complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements.
• 9
  Identify opportunities to improve tooling, processes, knowledge, and automation that enable specialists to resolve complex issues more effectively.
• 10
  Elevate the voice of the customer, ensuring insights from our most challenging cases inform decisions and improvements across the broader business.

Requirements

• Demonstrated experience leading escalations, complaints management, or other complex customer operations.
• Proven ability to lead and develop experienced teams, including coaching sound judgment and decision-making in complex or ambiguous situations.
• Strong operational leadership skills with experience setting performance expectations, using data to identify opportunities, and delivering measurable results.
• Strong problem-solving, analytical, and decision-making capabilities, including the ability to identify patterns and root causes beyond individual customer cases.
• Ability to influence and collaborate effectively across senior leaders and cross-functional partners, including Compliance, Legal, Product, and Operations.
• Minimum four years of experience in a Customer Care management role.
• Bachelor's degree in a related field.
• Series 7, 63, and 24 Designated Principal licenses (Series 9/10 accepted in lieu of the 24).
• Series 66 and Series 3 required within 180 days of hire.

Perks & Benefits