CX Manager

About this role

About the role As Claims Customer Experience Manager, you will lead our US-based, customer-facing Claims Operations Support teams. You’ll own performance against SLAs, KPIs, and quality standards, using data to find what’s working, what isn’t, and why. You’ll coach team leaders and individual contributors to excel, partner with the Process Manager to streamline workflows, and bring frontline insight to Product and operational documentation.

This is a leadership role for someone who builds high-performing teams, removes friction, and delivers measurable improvements across the customer experience function. What you'll do Performance and results Define what success looks like: establish meaningful KPIs, build measurement frameworks, and translate ambitious goals into clear targets and actionable plans Own team performance against SLAs, KPIs, and quality metrics, and implement corrective action plans when targets are missed Track and report the impact of every initiative against baseline metrics Data and process improvement Analyze operational data to identify trends, bottlenecks, and root causes, and turn findings into data-backed recommendations Partner with the Process Manager and internal stakeholders to align on workflows, process updates, and documentation Identify repetitive, manual work and drive automation to free up capacity for high-value customer interactions Surface execution gaps early and address root causes before they become operational issues People leadership Coach and mentor team leaders and individual contributors to build performance and accountability Drive continuous improvement through regular one-on-ones, skip-level sessions, and team retrospectives Cross-functional partnership Test and give feedback on customer-facing guides, process documentation, and training materials before rollout Collaborate with Product on feature releases that affect CX operations, translating team feedback and operational insights into product priorities Escalation and compliance Serve as the escalation point for complex or sensitive customer situations Ensure compliance with insurance regulations and client requirements Anticipate compliance and governance risks across phone, email, and automated interactions, and recommend preventative controls so processes stay compliant and scalable as we grow Qualifications 3+ years leading customer-facing operations (contact center, insurance operations, or a related field) Track record of measurable results, such as SLA attainment, quality gains, cost savings, or throughput improvements Proven ability to develop and coach leaders, not just individual contributors Proven ability to proactively identify process inefficiencies, recommend solutions, and partner with Process and Operations teams to implement effective workflows and operational improvements.