Senior Manager, Customer Engagement - Los Angeles
1 month ago

Job summary
The Senior Manager of Customer Engagement leads the strategy performance and operational excellence of the organization's escalations' function for all lines of business and across all channels. This role oversees multiple escalation and customer-facing teams ensuring complex customer issues are resolved promptly accurately and with exceptional care.This position is responsible for driving continuous improvement reducing escalation volume through root cause analysis enhancing service recovery efforts and cultivating a high-performing customer-first culture across the escalation organization.
The Senior Manager is accountable for cultivating a collaborative team-oriented culture that emphasizes continuous quality improvement across the unit and the broader organization.
Job description
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