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.