Manager, Customer Experience Platforms

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Experience Platforms based in the United States.

• This is a hands-on leadership role responsible for managing and expanding customer experience and contact center technology platforms in a remote environment.
• You will oversee day-to-day service delivery while strengthening platform capabilities through integration, automation, and continuous improvement.
• The role combines people leadership, operational management, technology strategy, financial oversight, and client engagement.
• You will work closely with internal teams, mission customers, technology vendors, and development partners to deliver reliable and scalable solutions.
• The position offers an opportunity to shape service roadmaps and introduce emerging capabilities such as conversational AI, virtual agents, intelligent routing, and agent assist.
• Success requires a strong understanding of contact center operations, IT service management, customer experience metrics, and modern CX platforms.
• You will also contribute to business development, strategic vendor management, and the continued growth of the organization’s CCaaS capabilities.