Customer Experience Manager - Contact Center in Decatour, NV, United States for TELUS Digital
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Customer Experience Manager - Contact Center
Req ID: Req_00185331_US
Location: Decatour, NV, United States
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Description
Last day apply: Wednesday, June 10th, 2026 by 11:59 PM
Position Overview:
The Customer Experience (CE) Manager is co-responsible with operations for the professional performance of CEAs and Team Members. They support the creation of training curriculum, ensure quality service and training delivery, develop Customer Experience and Quality standards, and manage competency profiles for CE Team Leaders. The role involves implementing career plans for team members to maximize development, client satisfaction, and operational output.
Specific Responsibilities May Include:
Encourage cross-departmental collaboration to support business strategy
Ensure timely updates and execution of training and customer experience activities
Adopt and drive global standards for training and customer experience
Participate in internal and external meetings (WBR, MBR, QBR, YBR, etc.)
Manage client relations to align training and customer experience standards
Support development of effective analytics for operations team
Plan development and engagement activities for LS and CE Teams
Coordinate with Workforce for scheduling new hire classes and cross-training
Optimize resource allocation CE to support operations
Coordinate with recruitment to update profiles
Own Training Attrition through action plan creation and execution
Drive new hire and recurrent training effectiveness results
Required Experience, Skills & Competencies:
Demonstrable experience in staff leadership position or manager role
Availability to work on-site with schedule flexibility
Strong leadership & management skills
Creativity and innovation
Presentation skills
Analytical and organizational skills
Effective decision-making & problem-solving abilities
Results-oriented with ability to report outcomes
English proficiency with strong verbal and written communication
Intermediate to advanced MS Office skills
Experience with coaching methodologies
Knowledge of feedback, learning, and development techniques
Customer excellence & quality knowledge
Previous experience teaching or working in education programs
Proven experience in quality assurance
Preferred Experience, Skills & Competencies:
3 years of university studies in Business Administration, Marketing, Education, Psychology, Communications, Industrial Engineering, or related fields
Experience leading small to medium groups of team members
Experience with external and internal client relationships
Familiarity with AI
Six Sigma Training Certification
About Company:
TELUS Digital is the customer experience transformation partner to the world''s most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant''s qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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