["Customer Service Manager (Client Experience)","Customer Service Manager (Client Experience)"]

The Client Experience Manager is the lead member of the Client Management team, a core function within the Credentialing Services department, focused on delivering high-quality client support throughout the certification lifecycle. The team serves as the primary point of contact for candidates, certificants, and partners, providing responsive assistance, resolving inquiries, supporting exam administration, reviewing eligibility, and ensuring timely and accurate administrative processing, while collaborating closely with Credentialing Services to maintain consistency, compliance, and operational efficiency.This role is focused on leading and managing the Client Management team and ensuring alignment, accountability, and effectiveness by establishing clear expectations and maintaining quality standards and compliance, while overseeing day-to-day service delivery operations. In addition, this role drives improvements to enhance customer experience and operational efficiency.Scope of Responsibility:Receives high-level objectives rather than task-level directionSets team priorities, allocates resources, and resolves competing demandsMakes independent people and delivery decisions within established goalsAccountable for sustained performance, engagement, and development of a teamInfluences outcomes through planning, prioritization, and performance managementEssential FunctionsLeadership & Operational OversightProvides leadership for the Client Management team, including departmental structure, priorities, and decision-makingEstablishes and monitors performance and service delivery metrics to evaluate team performance, inform strategic priorities, and support continuous improvement in service deliveryServes as a liaison with the test administration partner by submitting and tracking support tickets, ensuring timely resolution for standard exam administrationsLeads continuous improvement efforts to increase quality, efficiency, and effectiveness of customer service.Drives adoption of AI-enabled tools and technologies to streamline workflows and improve accuracySupports department and company-wide initiatives and cross-functional prioritiesPeople ManagementServes as the primary communication lead for the client management team, ensuring team alignment on products, services, policies, procedures, and organizational updatesLeads training and change management efforts across the teamManages performance by clarifying expectations, addressing performance issues, and providing regular feedback, training, and coaching for skill developmentEstablishes clear goals, expectations, and success metrics for direct reportsManages team workflows, cross-functional coordination, allocates resources effectively, and resolves complex operational issuesCustomer Experience & Service ExcellenceDrives initiatives to enhance the overall customer experience across all service channelsDevelops and implements solutions to service challenges in digital platforms, communications, and service delivery.Ensures consistent, high-quality customer service through clear expectations, monitoring, and coachingMaintains the ability to perform all core customer service functions and actively supports the team during high-volume periods, escalations, or resource constraints to ensure seamless service deliveryQuality Assurance & ComplianceEnsures the quality and compliance of customer service activities by monitoring performance and service-related metricsLeads reviews and updates of forms, handbooks, website content, and other published materials to ensure accuracy, consistency, and compliance with policies, accessibility, and accreditation standardsCollaborates with the team to resolve general, administrative, technical, and security-related complaints and investigations; ensures timely issuance of formal responses and accurate documentation for completeness, compliance, and qualityAnd other job-related responsibilities as needed to support NBCOT's mission, vision, and values.Required QualificationsEducation and ExperienceHigh school diploma or equivalent is required, associate's degree or higher is preferred, along with 6+ years of progressively responsible experience in customer service, including 2+ years of people management experience, or equivalent combination of education and experienceDemonstrated experience in enhancing customer service operations and implementing tools and technologyExperience in tracking and analyzing metrics to inform decisions, implement improvements, and develop team membersTechnical ProficiencyAdvanced knowledge of business and productivity software, Customer Relationship Management (CRM), and Microsoft 365Able to perform advanced-level tasks independently including customizing workflows, generating complex reports, troubleshooting issues, and providing training or support to othersCompetenciesEffective communication skillsPeople and performance managementEvidence-based decision makingCritical thinkingCustomer orientation and service excellenceAttention to detail and results orientationContinuous improvementCollaborationAdaptability and resilienceWork Environment and Physical DemandsWork environment – HybridWork schedule – 35 hours per week (full-time)Physical demands Sitting, standing, and walking – frequently (2.5-5.5 hours/day)Fine hand manipulation and grasping/handling (typing, using small tools) – frequently (2.5-5.5 hours/day)Reaching above shoulder level – rarely (not daily)Bending, stooping, pushing, pulling, lifting, and carrying up to 50 lbs. – rarely (not daily)Salary: $85,000 - $95,000 depending on experienceJoin Our TeamAt NBCOT, justice, equity, diversity, and inclusion (JEDI) are an integral part of our mission and vision and having a diverse staff and inclusive workplace is one of the ways we put our values into action. We promote a culture where employees collaborate in an energizing environment while focusing on the high-quality work that makes us stand out in the certification industry. We also believe that life-work balance is important and demonstrate this belief with a generous benefits package that includes:35-hour work weekover 30 paid days off each yearpaid medical insurancematched 401K plan and discretionary profit-sharing contributionsannual bonus and salary adjustmentscovered life insurance and short-term and long-term disabilityvoluntary benefits: vision, term life, critical illness, accident,and pet insuranceNBCOT is proud to be on The NonProfit Times' list of The Best Nonprofits to Work For since 2014.Powered by JazzHR5rDdmdqaqh#J-18808-Ljbffr