Manager, Customer Experience

The Manager of Customer Experience leads and champions the delivery of exceptional service across all client interactions. This role guides the daily work of the Customer Experience Team with a focus on responsiveness, accuracy, and relationship-building. Working cross-functionally, the manager ensures support efforts align with Smiley’s values and business goals.

With a strong commitment to growth, communication, and clarity, the Manager, Customer Experience is a visible leader—coaching the team, driving strategic improvements, and helping to create a culture of service, accountability, and collaboration.  

Responsibilities

Team Leadership & Development 

• Lead, coach, and develop the Customer Experience Team through regular feedback, intentional one-on-ones, and targeted training. 
• Model accountability and clarity, ensuring expectations are clear and progress is visible. 
• Monitor workload, ticket quality, and responsiveness; create space for learning while reinforcing excellence. 
• Facilitate a collaborative, service-first culture grounded in curiosity, adaptability, and shared ownership. 
• Celebrate both individual and team wins—big and small. 

Customer Experience Oversight 

• Ensure all customer interactions are resolved with accuracy, timeliness, and warm professionalism. 
• Guide the team in prioritizing meaningful, high-impact work. 
• Act as an escalation point for complex, sensitive, or high-visibility issues. 
• Ensure customer touchpoints—whether documentation, follow-up, or conversation—are handled with clarity, intention, and attention to detail. 

Customer Insights & Journey Enhancement 

• Proactively gather and analyze customer feedback, identifying patterns, roadblocks, and opportunities. 
• Lead or support initiatives that reduce friction in the customer journey, including process improvements, education, and expectation-setting. 

Cross-Functional Collaboration 

• Collaborate with CRMs, Product, Development, and Marketing to represent the customer in product design, system enhancements, and project planning. 
• Support development of internal and external communications, including release notes and support guides. 
• Translate customer needs into business insights, test cases, or solution proposals. 

Training, Documentation & Empowerment 

• Keep training materials clear, current, and helpful for both internal teams and clients. 
• Support onboarding, development, and documentation efforts in partnership with leaders across the company. 
• Advocate for continuous learning—encouraging questions, new ideas, and personal growth. 
• Champion knowledge-sharing across the team to build confidence and reduce single points of failure. 

Continuous Learning & Strategic Flexibility 

• Stay informed on product updates, releases, industry changes, and client needs. 
• Support testing, conversions, documentation, and cross-functional projects with a flexible and growth-minded approach. 
• Bring fresh ideas forward with a solutions-first mindset, helping the team and company evolve thoughtfully. 

• 4–6+ years of relevant experience, ideally in customer support, operations, or similar client-facing role
• Banking / data processing exposure
• Direct leadership experience (3+ years preferred)

Required Knowledge, Skills, and Abilities

Job Related Skills (Hard Skills)

• Strong understanding of customer needs and the ability to translate them into actionable strategies. 
• Excellent communication and interpersonal skills. 
• Ability to work collaboratively with cross-functional teams. 
• Strong analytical skills and the ability to use data to drive decisions. 
• Passion for creating a customer-centric culture and enhancing the overall customer experience.

Soft Skills & Professional Abilities

• Collaboration – Works effectively within a team, seeking guidance from senior members while contributing independently.
• Communication – Ability to communicate technical concepts clearly in both verbal and written form.
• Problem-Solving – Analytical mindset to approach challenges logically and systematically.
• Adaptability – Willingness to learn and apply new technologies, processes, and best practices.
• Attention to Detail – Ensures accuracy and thoroughness in documentation and testing.
• Time Management – Ability to prioritize tasks and manage workload effectively under supervision.

Cultural Expectations - CORE IS

Our core values of Collaboration, Optimism, Respect, Empathy, Integrity, and Service (CORE IS) are at the heart of our organization's vision and strategy, and our employees are expected to support our values in what they say and do. This applies to all interactions, internally, and externally. 

Physical Requirements, Demands, and Environmental Conditions

Communicating with others to exchange information - Often

Moving self in various positions to accomplish tasks - Occasionally

Sedentary work that primarily involves sitting/standing - Often

Light work that requires moving objects up to twenty (20) pounds - Occasionally

Medium to heavy work that requires moving objects up to seventy-five (75) pounds - Occasionally

Working in an office environment - Often

Traveling to other locations for work - Occasionally