Digital Experience Center Manager

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