The Digital Experience Manager will oversee operations for a multi-tenant contact center, ensuring exceptional service delivery while balancing the unique needs of various clients. This role requires a dynamic leader with expertise in client relationship management, operational efficiency, and team leadership. The ideal candidate will have a passion for data-driven decision-making, conflict resolution, and maintaining high customer satisfaction levels.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

Client Relationship Management

Build and maintain strong relationships with multiple tenants, addressing individual client needs and expectations.
Regularly communicate with clients to assess satisfaction, resolve concerns proactively, and adapt strategies to meet changing demands.

Operational Efficiency

Oversee contact center workflows and implement best practices to ensure streamlined operations.
Optimize scheduling, resource allocation, and performance monitoring to enhance efficiency.

Data-Driven Decision Making

Analyze contact center metrics (e.g., service level, AHT, FCR) to identify trends and drive improvements.
Forecast demand and adjust operational strategies based on data insights.

Multitasking & Prioritization

Manage varying SLAs and KPIs across multiple tenants, ensuring all obligations are met.
Prioritize tasks effectively based on urgency and client impact.

Communication & Collaboration

Facilitate clear communication between clients, internal teams, and leadership.
Lead cross-functional collaborations, submit process improvement requests, and ensure alignment with client goals.

Leadership & People Management

Lead and coach diverse teams to achieve performance goals and foster professional development.
Set clear expectations, manage performance, and create growth opportunities for team members.

Conflict Resolution & Problem Solving

Resolve tenant disputes, operational challenges, and agent concerns with a focus on positive outcomes.
Mediate conflicts effectively and implement solutions that benefit all stakeholders.

Technology & Systems Management

Ensure the team is proficient with contact center technologies, including CCaaS platforms and onboarding systems.
Leverage technology to enhance service delivery and improve operational efficiency.

Adaptability & Change Management

Navigate changes in client needs, technologies, and industry trends with agility.
Lead the team through change initiatives, ensuring minimal disruption to operations.

Compliance & Risk Management

Ensure adherence to regulatory requirements, including data privacy and industry-specific standards.
Work with compliance teams to coordinate training and enforce compliance measures.

Customer Experience Focus

Maintain high customer satisfaction levels across all tenants.
Balance client-specific requirements with the overall quality of service delivery.

Additional Responsibilities

Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organization.

QUALIFICATIONS:

Proven experience in managing a multi-tenant contact center or similar environment.
Strong understanding of contact center operations, workflows, and technology platforms.
Exceptional communication, collaboration, and leadership skills.
Demonstrated ability to analyze data, make decisions, and implement changes effectively.
Experience with SLA and KPI management in a fast-paced, client-facing role.
Familiarity with regulatory compliance and risk management processes.

SALARY & BENEFITS:

$50,000 - $70,000 Annual Salary
Annual Cash Bonus and Equity Options commensurate with the role level and experience
100% Fully Remote
Robust 401(k) plan with company match
Insurance - Health, Dental and Vision
(Nymbus covers 100% of the Healthcare and Basic Dental premiums)
Flexible Paid Time Off

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Digital Experience Center Manager