Senior Manager, Customer Centricity

About the Role

Key Responsibilities

• Define what a good customer conversation looks like and keep it to a short set of criteria.
• Evaluate on a single judgement per interaction: did it meet the standard, and if not, which of three to five reasons explains it.
• Keep the standard current as products, policies, and customer journeys change.
  
  

• Set the customer centricity standard and equip Team Leaders and Operation Managers to apply it with their teams.
• Run ticket-solving sessions with managers to surface the opportunities they walk past.
• Assess how Team Leaders coach their agents, using LLM analysis.
• Coaching of agents sits with the Team Leaders. This role makes sure that coaching is good.
  
  

• Own the diagnosis of CSAT: what drives it, where it breaks, and who fixes it.
• Build the ability to recover CSAT even on outcomes the customer will not like.
• Split detractors into skill, will, or product and uncontrollable, so every point has a cause and an owner.
• Report blended CSAT and controllable CSAT as two separate numbers.
• Route product-driven dissatisfaction to product owners via the Experience Leads.

• Own the LLM Quality Team, which runs checklists, per-conversation evaluation, and structured feedback into LLM agent “guidance” or prompt.
• Specialize evaluators by product stream and pair them with the Experience Leads.
• Maintain the LLM evaluation model separately from the human one, where LLM Agent checkers are more detailed, while human quality is outcome driven.

• Work across everything we have on the customer: evaluation results, CSAT and DSAT verbatims, VoC, complaints, escalations, repeat contacts, and the conversations themselves.
• Dissect the data, and work with Analytics and with the analyst in the function to get what you need.
• Turn findings into refreshers, training triggers, and process changes with named owners and dates.
• Measure the function on whether a driver actually moved.
• Build a small team of high-skill owners with real accountability for outcomes.

Skills, Knowledge & Expertise

• Experience coaching people to win customers over, in telesales, retail, hospitality, or service recovery.
• Not so much a checklist owner. Rather a sales coach. We have the product that we have to sell - the agents must be fluent in making the customers satisfied with the outcome regardless of excuses.
• Data fluent. You can take a large dataset, dissect it, and explain what it means without someone translating it for you. Comfortable working across large datasets and dashboards.
• Calm and measured.
• A track record of leading change that met resistance and made it stick.
• Able to hold a position with senior stakeholders on evidence, and change it when the evidence changes.
• 7+ years in CX, service, or sales coaching leadership, with real ownership of outcomes.
• Comfortable working in an LLM-heavy environment.