Customer Service Manager

Manager of Customer Experience ***** Long Beach*****$100,000 to $120KAre you adata-driven leaderwith a passion for customer experience and a knack fordashboard development and KPI tracking? Join us in a newly created role that will shape how we serve our community across call centers, retail, and digital touchpoints.About the Role Reporting to our VP of Customer Experience (in role since 2019), this position holdsorganization-wide responsibilityfor customer experience strategy and execution. You’ll lead a team of frontline staff, drive technology and process improvements, and collaborate across departments to elevate service delivery.What You’ll Do ✅ Lead a team of 11–14 Customer Service Reps + 1 Supervisor ✅ Oversee a 7-day-a-week Downtown Retail Center ✅ Design and implementinteractive dashboardsandKPI frameworks ✅ Champion training programs and a culture of continuous improvement ✅ Collaborate cross-functionally to act on customer feedback ✅ Drive digital transformation and service innovation ✅ Lead with empathy, maturity, and a change-ready mindset*****✔️ 5+ years in customer service leadership (transit, hospitality, or retail preferred) ✔️ Proven experience withdashboard tools(e.g., Power BI, Tableau) ✔️ Strong grasp ofKPI design, tracking, and reporting ✔️ Experience managing unionized teams and high-volume environments ✔️ Bachelor’s degree in Business, Communications, or related field ✔️ ***** PMP, Six Sigma, or CRM certificationsBenefit *****include medical, dental, vision, additional voluntary benefits, 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as ***** • The California Fair Chance Act • Los Angeles City Fair Chance Ordinance • Los Angeles County Fair Chance Ordinance for Employers • San Francisco Fair Chance Ordinance

Created: 2025-10-13