We are seeking an experienced and dynamic Manager, Customer Experience to join our company.

The Customer Experience Manager is a key strategic and functional leader who is responsible for enhancing the customer experience across our customer’s journey and driving improvements through cross-functional teams to deliver a world-class customer experience.

About Us
At 411 BPO, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.

Minimum Requirements
- Bachelor’s degree or equivalent work experience
- Experience (3-5 years) in a Customer Experience role building, executing, and/or improving the holistic customer experience in the SMB market focusing on high volume, small ticket items.
- Proven track record of designing and improving successful voice and non-voice customer journeys.




- Experience with call center operations including operations in PH and Mexico
- Must be highly organized, collaborative, and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines.
- Sound business judgment, a proven ability to influence others, analytical skills, and a proven track record of taking ownership and delivering results.
- Strong attention to detail and a desire to make a difference.

Scope
- Drive the deep understanding and optimization of the customer journey and holistic customer experience to increase customer satisfaction resulting in decreased churn.
- Use customer insights and other data sources to identify, prioritize, and facilitate cross-functional initiatives that drive improvements to the customer experience.
- Define, validate, implement, and manage pilots and programs focused on removing friction within the customer journey.

Responsibil

📌 Customer Experience Manager (México)
🏢 411 BPO
📍 México