Customer Experience Manager (Contract)

Location: Atlanta, GA (Hybrid – 3 days in-office / 2 days remote) Duration: 90 Days (Contract with potential for extension/conversion based on performance and business needs) Employment Type: Full-Time Contract

About the Role We are seeking an energetic, analytical, and customer-obsessed Customer Experience (CX) Manager for a 90-day contract engagement with potential for extension. In this role, you will play a critical part in shaping, optimizing, and elevating our customer journey across all touchpoints. Working closely with cross-functional teams including Support, Product, Marketing, and Operations, you will identify friction points, implement process improvements, and establish key CX metrics to ensure our customers have an exceptional experience.

Key Responsibilities

• Customer Journey Mapping: Analyze and optimize end-to-end customer touchpoints to identify pain points, drop-offs, and opportunities for friction reduction.
• Voice of Customer (VoC) Strategy: Gather, synthesize, and act upon customer feedback (NPS, CSAT, CES, reviews, and support tickets) to drive actionable business insights.
• Process & Workflow Improvement: Partner with cross-functional teams (Product, Marketing, Support, Operations) to design and implement processes that improve overall customer satisfaction and retention.
• Metrics & Reporting: Monitor, analyze, and present key performance indicators (KPIs) and customer trends to leadership on a weekly/monthly basis.
• Team & Operations Support: Serve as an advocate for the customer internally, establishing clear guidelines, SOPs, and best practices for frontline customer-facing teams.

Qualifications & Skills

• Experience: 3–5+ years of experience in Customer Experience (CX), Customer Success, Operations, or a related role.
• Analytical Mindset: Proven ability to leverage customer feedback data and metrics (NPS, CSAT, Churn) to derive insights and execute solutions.
• Cross-Functional Communication: Excellent verbal and written communication skills with strong executive presence and cross-team collaboration abilities.
• Project Management: Track record of driving projects from inception to completion within tight timelines.
• Location & Availability: Must be based in the Greater Atlanta, GA area and able to work in a hybrid capacity (in-office days in Atlanta).

Preferred Qualifications

• Experience with CX/CS software tools (e.g., Zendesk, Salesforce, Qualtrics, HubSpot, Gainsight).
• Prior experience in a fast-paced corporate, e-commerce, tech, or agency environment.