TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Contact Center Customer Experience (CS) Manager leads and elevates the TPC customer experience across all touchpoints. They analyze customer feedback, identify areas for improvement, and develop strategies to enhance customer satisfaction and loyalty. The CX manager is passionate about delivering exceptional customer experiences and has a proven track record of leading initiatives in high-volume environments.

Develop and manage the TPC Customer Experience StrategyAnalyze client feedback, call data, and trends to identify areas of opportunityDesign and implement initiatives that improve customer satisfaction and Net Promoter Scores (NPS)Tracking key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to measure the effectiveness of CX initiativesStay current with customer experience best practices and related technologiesImplement process improvements to enhance efficiency and customer outcomesLead industry awards application and tracking processOptimize all points of contact such as website, social media, and customer service channelsEnhance and expand a differientatited brand strategyLeverage automation and AI-driven tools to improve client servicePerform other duties as assigned

REQUIRED SKILLSStrong analytical and problem-solving skillsExcellent communication and interpersonal skillsLeadership and collaboration skillsUnderstanding of customer journey mapping and segmentationKnowledge of relevant CX metrics and best practicesEmpathy and emotional intelligenceStrong computer literacy skills; proficiency in MS Office products: Word, Power Point, ExcelStrong organization and project management skills    REQUIRED EXPERIENCE AND QUALIFICATIONS5+ years of experience in contact center management or customer experience leadershipStrong understanding of call center metrics, technologies, and best practicesExcellent interpersonal, analytical, and communication skillsProficiency in customer support platforms (e.g., Zendesk, Salesforce, Five9)Experience leading teams in a fast-paced, metrics-driven environmentBachelor’s degree or equivalent combination of education and experienceExperience working in a self-directed environmentAbility to travel up to 25% of the timeDESIRED SKILLS AND EXPERIENCEExperience with omnichannel support (voice, chat, email, social media)Knowledge of customer journey mapping and VOC (Voice of Customer) programsCertification in customer experience (e.g., CCXP) or Six Sigma is a plus