Senior Customer Experience Operations Manager

Job Summary

Kris MediaWorks Digital Solutions is seeking an experienced and customer-focused Senior Customer Experience Operations Manager to oversee customer engagement operations, service delivery performance, and client experience initiatives across the organization.

This role is ideal for a professional who enjoys improving customer journeys, leading service-focused teams, and optimizing operational workflows in a fast-paced digital and business services environment. The successful candidate will play a key role in strengthening customer satisfaction, improving operational efficiency, and supporting long-term client retention through exceptional customer experience management.

We are looking for a proactive and organized leader with strong communication skills, operational management experience, and a passion for delivering outstanding customer experiences.

What You'll Do

• Oversee daily customer experience and client support operations
• Manage customer engagement initiatives and service quality improvement programs
• Monitor operational performance metrics and customer satisfaction indicators
• Collaborate with internal departments to improve customer experience workflows
• Handle escalated customer concerns and ensure timely issue resolution
• Support customer retention and relationship management initiatives
• Prepare operational reports, customer insights, and performance updates for leadership
• Supervise customer-facing operational teams and support workforce coordination activities
• Improve operational procedures related to customer support and service delivery
• Maintain accurate customer service documentation and operational reporting data
• Support onboarding, coaching, and operational training activities for customer support teams
• Assist with continuous improvement initiatives related to customer experience operations

Requirements

• 5+ years of experience in customer experience management, customer operations, client services, or customer support leadership
• Previous supervisory or management experience preferred
• Strong communication and relationship management skills
• Excellent organizational and operational coordination abilities
• Experience managing customer-facing workflows and service delivery operations
• Strong analytical, problem-solving, and leadership capabilities
• Ability to manage multiple priorities in a fast-paced operational environment
• Experience with CRM systems, reporting tools, and customer engagement platforms preferred
• Degree or diploma in Business Administration, Communications, Customer Service, or related field preferred

Why Work With Us

At Kris MediaWorks Digital Solutions, we believe exceptional customer experiences are essential to long-term business growth and operational success. We provide a collaborative and professional environment where employees are encouraged to contribute ideas, strengthen operational processes, and continue developing their careers.

Our organization values innovation, teamwork, customer satisfaction, and operational excellence. You will have the opportunity to lead meaningful customer experience initiatives while working alongside experienced professionals in a growing digital solutions environment.

الراتب المدفوع: ﷼١٦٬٥٠٠٫٠٠ لكل شهر

موقع العمل: بشكل شخصي