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Metro location, generalist CX/operations manager title, and established employer increase competition.
CX, NPS, and account engagement skills transfer across industries but remain domain-specific.
No explicit years or certifications, but requires CX expertise and stakeholder influence.
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Translate customer feedback (NPS, CSAT, verbatims) into clear, actionable business insights and ensure these drive measurable business improvements.
Partner with Account Leads to prioritize customer issues, define and support execution of action plans with assigned owners, timelines, and outcomes.
Monitor regional account health, risks, and opportunities by connecting customer feedback to retention, growth, and relationship management outcomes.
Strong understanding of customer experience metrics such as NPS and CSAT and ability to analyze qualitative and quantitative feedback.
Experience working with account teams or regional stakeholders to influence business decisions based on customer feedback.
Work Experience Required: Not explicitly mentioned in the JD.
Location or onsite requirements: Not explicitly mentioned in the JD.
Experienced influencing decision-making and driving action without direct authority within account or client teams.
Skilled in synthesizing diverse customer feedback into prioritized business insights linked to revenue, risk, and growth outcomes.
Operates effectively in evolving, ambiguous environments with strong ownership and accountability for follow-through on action plans.