Customer Service Experience Manager

Simply HR Consulting is actively recruiting for a Customer Experience Manager on behalf of a rapidly growing, multi-state internet services company. This role is open immediately, and interviews are underway.

This is a high-impact leadership opportunity for an experienced call center or customer support leader who wants to own and elevate the customer experience across a fast-scaling organization.

Role Overview

The Customer Experience Manager will lead customer service operations across multiple states, ensuring consistent, high-quality, and “WOW-level” service delivery. This role oversees call center operations, dispatch, inside sales support, and network support coordination while driving performance, accountability, and continuous improvement.

Compensation & Benefits

- $70,000 – $80,000 total annual compensation

- Combination of cash compensation and stock options

- Flexible mix of cash vs. equity within total compensation range

- 401(k) with company match

- Health insurance

- Paid time off

- Flexible schedule

- Stock options

- Opportunities for advancement

Key Responsibilities

- Own and continuously improve the end-to-end customer experience in alignment with company values

- Oversee multi-state call center operations, staffing, schedules, KPIs, and service levels

- Lead, coach, and develop customer service teams (remote and in-office)

- Drive onboarding, training, accountability, and a high-performance culture

- Monitor call quality, customer interactions, and policy adherence

- Resolve complex or escalated customer issues and implement data-driven improvements

- Oversee call center systems, reporting, scripts, and workflows

- Partner cross-functionally with sales, technical, and field teams to improve processes

- Oversee dispatch, inbound sales support, and outage monitoring teams

- Participate in on-call coverage for urgent operational or customer issues

Required Qualifications

- 2+ years of call center management experience, preferably multi-location or multi-state

- Proven leadership experience managing customer service teams

- Strong understanding of call center operations, reporting, phone systems, and workflows

- Excellent verbal and written communication skills

- Strong problem-solving and customer-first mindset

- Data-driven decision-making ability

- Experience in overseeing dispatch, inbound sales support, and other teams

- Ability to thrive in a fast-paced, growing environment

Physical Requirements

- Prolonged periods of sitting and computer use

- Ability to lift up to 15 pounds occasionally

Work Location & Travel

- In-person role based in Cache County, UT

- Ability to relocate prior to start date (required)

- Periodic travel (3–4 days every 3–4 weeks) to visit branches or support growth initiatives

EEO Statement

This employer provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind in accordance with applicable laws.

Pay: $70,000.00 - $80,000.00 per year

Benefits:

- 401(k)

- 401(k) matching

- Health insurance

- Paid time off

Work Location: In person