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Sr Customer Experience Manager Jobs (NOW HIRING)

Citizens

Senior Customer Experience Designer

Westwood, MA · On-site

$120K - $163K/yr

As a Senior Customer Experience Designer within the Journey Design team at Citizens, you will play ... Ability to manage multiple large-scale initiatives. * Ability to conduct, collect, validate and ...

Elementia

Customer Experience Manager

Houston, TX · On-site

$90K - $100K/yr

Customer Experience Manager Department: Customer Experience Reports To: Director / Head of Supply Chain, Customer Experience & Warranty Location: Houston TX General Function The Customer Experience ...

Portnox

Customer Experience Manager

Austin, TX

As a Customer Experience Manager at Portnox, you will play a pivotal role in driving the success and satisfaction of our biggest customers throughout their entire lifecycle. This is an exciting ...

Michaels Stores

Customer Experience Manager

Tukwila, WA · On-site

$22.75 - $25.60/hr

Store - SEA-TUKWILA, WA Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store ...

Five Below

Customer Experience Manager

Jacksonville, FL · On-site

$17/hr

... experience. * Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager. * Responsible for leading front end operations ...

Five Below

Customer Experience Manager

Atlanta, GA · On-site

$15/hr

... experience. * Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager. * Responsible for leading front end operations ...

Five Below

Customer Experience Manager

Brookhaven, GA · On-site

$15/hr

... experience. * Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager. * Responsible for leading front end operations ...

SPX

How you will make an Impact (Job Summary) The Customer Experience Manager is responsible for the endtoend customer journey for CCTV capital equipment purchases and aftermarket support, from initial ...

Five Below

Customer Experience Manager

Reno, NV

$19/hr

... experience. * Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager. * Responsible for leading front end operations ...

Five Below

Customer Experience Manager

Garland, TX · On-site

$15/hr

... experience. * Responsible for leading their assigned store to achieve and maintain customer service score goals provided by the District Manager. * Responsible for leading front end operations ...

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Sr Customer Experience Manager information

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$107K

How much do sr customer experience manager jobs pay per year?

As of Jul 26, 2026, the average yearly pay for sr customer experience manager in the United States is $66,102.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,000.00 and $78,000.00 per year, depending on experience, location, and employer.

What is the difference between Sr Customer Experience Manager vs Customer Service Manager?

AspectSr Customer Experience ManagerCustomer Service Manager
CredentialsExperience in customer experience, marketing, or related fields; often requires a bachelor’s degreeExperience in customer service, management; often requires a bachelor’s degree
Work EnvironmentStrategic planning, cross-department collaboration, data analysisOverseeing customer service teams, handling escalations, daily operations
Industry UsageUsed across industries focusing on customer journey and satisfactionCommon in retail, hospitality, and service industries
Search & Comparison IntentLooking for roles focused on customer experience strategy and improvementLooking for roles managing customer service teams and operations

The main difference is that a Sr Customer Experience Manager focuses on overall customer journey and strategic improvements, while a Customer Service Manager handles daily customer interactions and team management. Both roles require customer-focused credentials but differ in scope and responsibilities.

What does a Sr Customer Experience Manager do?

A Sr Customer Experience Manager is responsible for overseeing and improving the overall experience that customers have with a company’s products or services. They analyze customer feedback, develop strategies to enhance satisfaction, and collaborate with various departments to ensure consistent, high-quality service. Their goal is to increase customer loyalty, resolve complex issues, and drive business growth by ensuring customers have positive interactions at every touchpoint.

What are the key skills and qualifications needed to thrive as a Sr Customer Experience Manager, and why are they important?

To thrive as a Sr Customer Experience Manager, you need expertise in customer journey mapping, data analysis, and a solid background in customer service or related fields, often supported by a bachelor's degree. Familiarity with CRM platforms like Salesforce, customer feedback tools, and analytics software is typically required. Exceptional leadership, problem-solving, and communication skills help you inspire teams and advocate for customer needs. These capabilities are crucial for driving customer satisfaction, loyalty, and effective cross-functional collaboration.

What are some common challenges faced by Sr Customer Experience Managers, and how are they typically addressed?

Sr Customer Experience Managers often encounter challenges such as aligning cross-functional teams around customer-centric goals, managing complex feedback from diverse customer segments, and driving continuous improvement in customer satisfaction metrics. To address these issues, they regularly facilitate collaboration between departments like marketing, product, and support, implement structured feedback loops, and use data-driven strategies to measure and enhance the customer journey. Building strong internal relationships and fostering a culture of empathy and accountability are also pivotal in overcoming these challenges.
More about Sr Customer Experience Manager jobs
What cities are hiring for Sr Customer Experience Manager jobs? Cities with the most Sr Customer Experience Manager job openings:
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What job categories do people searching Sr Customer Experience Manager jobs look for? The top searched job categories for Sr Customer Experience Manager jobs are:
Sr Customer Experience Manager jobs near you
Infographic showing various Sr Customer Experience Manager job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $66,102 per year, or $31.8 per hour.

Senior Customer Experience Specialist

Seacoast Service Partners

Orlando, FL • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 4 days ago

Job description

Senior Customer Experience Specialist
Residential HVAC & Plumbing
Seacoast Service Partners
Location: Orlando, FL - 100% In-Office (No Remote or Hybrid)
Pay: $28,00 to $32.00 per hour depending on experience - this position is also eligible for performance-based incentives
Job Type: Full-time, Non-Exempt (Hourly)
Reports To: Shared Services Manager
About Seacoast Service Partners
Seacoast Service Partners (SSP) is a growing, PE-backed residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands-on Senior Customer Experience Specialist to help stand it up and run it.
Our Core Values guide everything we do:
  • Working Together - We are people who care about improving lives and our communities.
  • Safety Above All - We are dedicated to creating a safe workforce and workplace for every team member.
  • Integrity & Trust - We deliver the highest quality services to solve our customers' toughest challenges.
  • Results & Growth - We are committed to continuously striving for profitable growth and reinvestment in the future.
Position Summary
The Senior Customer Experience Specialist supports the day-to-day performance, quality, and development of a small Customer Service Representative (CSR) team (3-5 people) handling inbound and outbound communications across our home services operating companies. This role focuses on floor-level coaching, call quality, training reinforcement, and keeping the team on track-while also taking overflow calls as needed. The Team Lead reports to the Shared Services Manager, who provides broader oversight and handles higher-level responsibilities.
What You'll Own:
Team Leadership & Development
  • Assist with CSR onboarding and reinforce training on systems, scripts, and brand standards
  • Support onboarding of new CSRs and reinforce training on systems, scripts, and brand standards
  • Coach and develop the team through 1:1s, call reviews, and group huddles
  • Build and maintain call scripts, SOPs, objection-handling guides, and training materials
  • Answer inbound calls as needed to support the team during peak volume
  • Provide real-time coaching and feedback to help CSRs stay on track and grow

Quality Assurance & Call Monitoring
  • Monitor live and recorded calls daily using RingCentral
  • Score calls against a defined QA rubric covering greeting, discovery, booking, and closing
  • Deliver timely, actionable feedback and track coaching follow-through
  • Identify systemic issues (script gaps, routing errors, training needs) and escalate with recommended fixes

Google LSA Compliance & Lead Management
  • Maintain Google Guaranteed / Local Services Ads accreditation across all managed accounts
  • Review LSA leads daily and dispute invalid, spam, or out-of-area leads within Google's response window
  • Track LSA lead-to-booking conversion and surface quality issues back to marketing
  • Keep all compliance documentation (licensing, insurance, background checks) current

Performance Reporting & Analytics
  • Build and maintain KPI dashboards covering booking rate, average handle time (AHT), CSAT, abandonment rate, and first-call resolution
  • Produce weekly and monthly performance reports for the leadership team
  • Present insights, trends, and recommended actions in regular operations reviews

Systems & Technology
  • Manage CSR workflows, dispatch handoffs, and job creation in ServiceTitan
  • Maintain CRM data hygiene, pipeline accuracy, and lead status discipline
  • Configure and troubleshoot RingCentral call flows, IVRs, call queues, and reporting
  • Partner with the marketing team on lead routing, call tracking, and attribution accuracy
Key Performance Indicators
You will be measured on:
  • Google LSA accreditation and Google Guaranteed status maintained at all times
  • Customer satisfaction (CSAT) rating of 4.8 / 5.0 or higher
  • Booking conversion rate at or above target
  • Average speed to answer under 30 seconds
  • Call abandonment rate under 5%
  • First-call resolution at 85% or higher
  • 100% of CSRs receive QA-scored calls each month
Required Qualifications
  • 2+ years in a call center or high-volume customer service environment
  • Experience in a team lead, senior CSR, or coaching role is a plus
  • ServiceTitan or similar field service software (preferred)
  • LSA experience
  • Familiarity with RingCentral or similar phone/VoIP system
  • Experience working with a CRM or customer management system
  • Google Local Services Ads is required
  • Strong written and verbal communication skills
  • Proficiency in Google Sheets or Excel for reporting and analysis
  • Proven ability to coach, develop, and retain front-line team members
  • High school diploma or equivalent required
  • Ability to work 100% on-site at our Orlando office (this is not a remote or hybrid role)
Preferred Qualifications
  • Experience in home services (plumbing, HVAC, electrical, or similar trades)
  • Background in training design, QA frameworks, or call coaching methodologies
  • Familiarity with call tracking and attribution platforms
  • Experience in a multi-location or private-equity-backed operating environment
  • Bilingual English/Spanish
What We Offer
  • Hourly pay of $28.00 to $32.00 per hour depending on experience - this position is also eligible for performance-based incentives
  • Medical, dental, and vision insurance
  • Paid time off and paid holidays
  • 401(k) with company match
  • Clear growth path in a scaling, PE-backed home services platform
  • Opportunity to build a centralized call center from the ground up with executive support and real budget
To Apply
Apply directly through Indeed with your resume. In your application, please share a specific call center KPI you've improved and how you did it.
Seacoast Service Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.

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