Workplace Experience Manager Full Time

XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.

Job Description

Manager, Customer Service

About The Role

As the Manager of Customer Service, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction. You will lead and develop a team of customer service representatives, oversee day-to-day operations, and implement strategies to enhance service delivery and support organizational objectives.

Essential Job Responsibilities

• Serve as the primary point of contact for assigned clients, understanding their service needs, objectives, and expectations.
• Develop and maintain strong relationships with clients, acting as their advocate within the organization and ensuring alignment between client requirements and service delivery capabilities.
• Collaborate with internal teams, including operations, technical support, and project management, to ensure timely and effective delivery of services to clients.
• Monitor service delivery performance against established SLAs, KPIs, and quality standards, identifying areas for improvement and implementing corrective actions as needed.
• Conduct regular service reviews with clients to review performance metrics, address concerns, and identify opportunities for service enhancements.
• Coordinate service delivery activities, including service requests, incident management, change management, and service transitions, ensuring adherence to established processes and procedures.
• Lead and mentor a team of service delivery professionals, providing guidance, support, and training to ensure high performance and professional development.
• Develop and implement service improvement initiatives, process optimizations, and best practices to enhance service delivery efficiency and effectiveness.
• Prepare and present regular reports and updates to senior management and clients, summarizing service delivery performance, achievements, and areas for improvement.
• Stay informed about industry trends, emerging technologies, and best practices in service delivery management, incorporating relevant insights into service delivery strategies and processes.
• Drive continuous improvement culture within the service delivery organization, fostering innovation, collaboration, and accountability among team members.
• Ensure compliance with company policies, procedures, and regulatory requirements related to service delivery operations and client engagements.

Qualifications/Skills

• Bachelor’s degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
• Minimum of 3-5 years of experience in service delivery management, client relationship management, or a related field, preferably in the IT services industry.
• Proven track record of successfully managing client relationships and delivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to lead and motivate teams to achieve goals and objectives.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Solid understanding of service delivery processes, ITIL framework, and industry best practices for service management.
• Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
• Strong problem-solving skills and analytical abilities, with the ability to identify issues, analyze root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Commitment to delivering exceptional service quality, driving continuous improvement, and fostering a customer-centric culture within the organization.

“The salary range for this position is $82000/year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.”

Disclaimer

XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.