Manager of Customer Experience
On-site: Long Beach
Salary:
$100,000 to $120K
Are you a data-driven leader with a passion for customer experience and a knack for dashboard development and KPI tracking ? Join us in a newly created role that will shape how we serve our community across call centers, retail, and digital touchpoints.
About the Role
Reporting to our VP of Customer Experience (in role since 2019), this position holds organization-wide responsibility for customer experience strategy and execution. You’ll lead a team of frontline staff, drive technology and process improvements, and collaborate across departments to elevate service delivery.
🧩 What You’ll Do
✅ Lead a team of 11–14 Customer Service Reps + 1 Supervisor
✅ Oversee a 7-day-a-week Downtown Retail Center
✅ Design and implement interactive dashboards and KPI frameworks
✅ Champion training programs and a culture of continuous improvement
✅ Collaborate cross-functionally to act on customer feedback
✅ Drive digital transformation and service innovation
✅ Lead with empathy, maturity, and a change-ready mindset
Requirements:
✔️ 5+ years in customer service leadership (transit, hospitality, or retail preferred)
✔️ Proven experience with dashboard tools (e.g., Power BI, Tableau)
✔️ Strong grasp of KPI design, tracking, and reporting
✔️ Experience managing unionized teams and high-volume environments
✔️ Bachelor’s degree in Business, Communications, or related field
✔️ Bonus: PMP, Six Sigma, or CRM certifications
Benefit offerings: include medical, dental, vision, additional voluntary benefits, 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance
Job Title : Call Center Representative Duration : 2+ months contract (Possible Extensions) Location : New York 10004 Education : High school Shift Details : M 8 am to 5 pm Job Description: Call Centre AND Payroll Timekeeping experience in call centre...
...join our team you will be utilizing your CDL and customer service skills to assist with... ...setup equipment at the collection sites in local communities, creating a welcoming and comfortable... ...skills are required. A current, valid driver's license with Class A or B Commercial...
...86 A private family in Mt. Kisco, NY is seeking a full-time Housekeeping Manager to oversee and maintain their primary residence. This... ...Hands-on housekeeping with a focus on deep, detail-oriented cleaning of the primary residence Primary responsibility is the first...
...Optum NY, (formerly Optum Tri-State NY) is seeking a Gastroenterologist to join our team in Syosset, NY. Optum is a clinician-led care organization that is changing the way clinicians work and live. As a member of the Optum Care Delivery team, youll be an integral...
...We are seeking an exceptional Senior Software Engineer to build the foundational infrastructure for our next-generation AI-powered transcriptome analysis platform. This role combines cutting edge software engineering with the demands of processing petabyte-scale genomic...