Job Details

Overview

The Customer Experience Manager (CEM) is responsible for enhancing customer interactions and driving customer loyalty. The CEM oversees the entire customer experience, ensuring all touchpoints are effective, positive, and support long-term relationships with ASTAC. This role includes managing Customer Experience teams (Billing, Customer Service, and Technical Support) in both Anchorage, AK, and Utqiaġvik, AK, collaborating closely with Product & Marketing teams and System Administrators to address customer needs. Additionally, the CEM may be involved in tasks such as project planning, management, quality assurance, training, and fostering accountability.

Responsibilities

• Oversee the entire customer experience and drive customer loyalty across channels.
• Manage Customer Experience teams (Billing, Customer Service, and Technical Support) in Anchorage, AK and Utqiaġvik, AK.
• Collaborate with Product & Marketing teams and System Administrators to address customer needs.
• Engage in project planning, management, quality assurance, training, and fostering accountability.

Required Qualifications

• Bachelor's degree in marketing, management, or a related field, plus three to five years of management experience and five years in Customer Service, Marketing, or Sales. Relevant experience may substitute for education at the CSO's discretion.
• Ability to travel occasionally to North Slope communities to support field offices and customer engagement efforts.

Preferred Qualifications

• Experience in the telecommunications industry is strongly preferred, particularly in wireless, broadband, or customer support operations.
• Proven ability to lead cross-functional initiatives that enhance customer satisfaction and service delivery.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Telecommunications