TransPerfect
Contact Center Customer Experience Manager
TransPerfect, Mardela Springs, Maryland, United States, 21837
Overview
TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.
The Contact Center Customer Experience (CX) Manager is a transformational, strategic role responsible for creating and leading TPC’s customer experience function from the ground up. This is not a maintenance role—it’s a unique opportunity for a visionary leader to define what best-in-class CX looks like for a growing and well-recognized organization, with the ultimate goal of positioning TPC as a market standout known for award-winning service excellence.
This individual must have the creativity, credibility, and drive to build and scale a world-class customer experience program that drives satisfaction, deepens loyalty, and earns industry recognition—such as J.D. Power and other top-tier CX awards.
Responsibilities
Create and lead the company’s first holistic Customer Experience strategy
Design and execute a long-term roadmap to achieve prestigious industry awards (e.g., J.D. Power)
Analyze customer feedback, call center data, and behavior trends to identify areas for improvement
Build and manage CX performance metrics including NPS, CSAT, and CES
Develop customer journey maps and implement initiatives to reduce friction and boost overall satisfaction
Leverage AI and automation to improve service efficiency and responsiveness
Optimize all touchpoints including contact center operations and customer communication channels
Champion a customer-first mindset across the organization, working cross-functionally with marketing, operations, and product teams
Lead the full lifecycle of award strategy, including eligibility analysis, application, and performance tracking
Stay current on customer experience trends, tools, and best practices
Required Experience and Qualifications
5+ years of experience in contact center or customer experience leadership
Demonstrated success building and scaling CX programs and initiatives
Strong knowledge of CX tools and platforms (e.g., Zendesk, Salesforce, Five9)
Excellent leadership, collaboration, and project management skills
Deep understanding of CX metrics, customer journey mapping, and VOC programs
Strong communication and analytical skills
Bachelor’s degree or equivalent experience
Ability to travel up to 25%
Desired Skills and Experience
Experience in omnichannel support (voice, chat, email, social media)
Proven track record of contributing to award-winning CX performance
Familiarity with customer-centric frameworks and design thinking
CX certification (e.g., CCXP) or Six Sigma certification a plus
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The Contact Center Customer Experience (CX) Manager is a transformational, strategic role responsible for creating and leading TPC’s customer experience function from the ground up. This is not a maintenance role—it’s a unique opportunity for a visionary leader to define what best-in-class CX looks like for a growing and well-recognized organization, with the ultimate goal of positioning TPC as a market standout known for award-winning service excellence.
This individual must have the creativity, credibility, and drive to build and scale a world-class customer experience program that drives satisfaction, deepens loyalty, and earns industry recognition—such as J.D. Power and other top-tier CX awards.
Responsibilities
Create and lead the company’s first holistic Customer Experience strategy
Design and execute a long-term roadmap to achieve prestigious industry awards (e.g., J.D. Power)
Analyze customer feedback, call center data, and behavior trends to identify areas for improvement
Build and manage CX performance metrics including NPS, CSAT, and CES
Develop customer journey maps and implement initiatives to reduce friction and boost overall satisfaction
Leverage AI and automation to improve service efficiency and responsiveness
Optimize all touchpoints including contact center operations and customer communication channels
Champion a customer-first mindset across the organization, working cross-functionally with marketing, operations, and product teams
Lead the full lifecycle of award strategy, including eligibility analysis, application, and performance tracking
Stay current on customer experience trends, tools, and best practices
Required Experience and Qualifications
5+ years of experience in contact center or customer experience leadership
Demonstrated success building and scaling CX programs and initiatives
Strong knowledge of CX tools and platforms (e.g., Zendesk, Salesforce, Five9)
Excellent leadership, collaboration, and project management skills
Deep understanding of CX metrics, customer journey mapping, and VOC programs
Strong communication and analytical skills
Bachelor’s degree or equivalent experience
Ability to travel up to 25%
Desired Skills and Experience
Experience in omnichannel support (voice, chat, email, social media)
Proven track record of contributing to award-winning CX performance
Familiarity with customer-centric frameworks and design thinking
CX certification (e.g., CCXP) or Six Sigma certification a plus
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