Drive performance, coaching, and development for a team handling banking and credit inquiries.

Navigate rapid business changes and guide your team through transitions.

Ensure high schedule effectiveness and strict SLA adherence across the team.

Actively monitor agent performance, providing constructive feedback and leveraging data to improve team outcomes.

Partner with cross-functional leaders to advocate for the customer and influence the roadmap.

Positively contribute to the CX culture, fostering a resilient and customer-obsessed environment.

Strong external banking and credit leadership experience (experience from institutions like Capital One or JP Morgan is highly preferred).

Proven ability to lead through change and scale a team in a fast-paced environment.

Strong subject-matter expertise in banking products, credit services, and money movement operations.

Exceptional time management, interpersonal, communication, and relationship-building skills.

Passion for coaching, mentorship, and developing future leaders within your team.

Strong critical thinking and logical problem-solving skills to isolate and resolve escalated issues.

Customer Experience Manager, Money

Responsibilities