Position Description: At Infinite Electronics, we are driven by a profound belief in the power of possibilities. We leverage our curated family of brands, same day shipment, and expert technical support to empower our customers to bring their visions to life––right now. We are not just connecting devices, but enabling our customers to create products that will deliver solutions for the world. Together, we are shaping a future where your possibilities are truly infinite. We are seeking an innovative and customer-focused Customer Success Center Experience Manager to lead the optimization of our customer and employee experience in a contact center environment. This role will focus on optimizing processes and ensuring we have the right tools to enhance both customer satisfaction and agent engagement, ensuring a seamless, high-quality service experience that aligns with Infinite’s commitment to excellence. The role will also be responsible for collaborating across various departments to inform and enhance overall customer experience and optimize agent performance, influencing business decisions. General Duties and Responsibilities: + Design and implement strategies to improve the end-to-end customer journey in the Customer Success Center, ensuring consistency, efficiency, and satisfaction. + Share insights and collaborate with key cross-functional stakeholders, including customer service leadership, marketing, product, and operations to drive enhancements to the overall customer and employee experience. + Create, maintain and implement a contact center technology roadmap by following emerging trends and identifying customer and employee needs. + Create and maintain a customer journey map for the Customer Success Center. + Foster an engaging and supportive environment for agents by ensuring training needs are met and necessary tools are implemented to enhance performance and satisfaction. + Work closely with the Customer Success Center Managers to balance operational efficiency with exceptional service delivery. + Use data analytics and insights from the CCaaS platform and other sources to inform decision-making and optimize processes. + Analyze customer feedback, including metrics like CSAT, NPS, and CES, to identify pain points and drive continuous improvements. + Collaborate with IT and vendor partners to implement solutions that enhance customer engagement and streamline operations. + Stay informed about advancements in contact center technology and oversee the integration of new tools, such as omnichannel platforms and AI-based solutions. + Develop and distribute periodic reports to leadership that highlight key process metrics, customer satisfaction metrics, and the impact of process and technology improvements. Required Knowledge, Skills, Abilities and Personal Traits: + Strong analytical skills with the ability to interpret large sets of data and generate meaningful insights. + Excellent leadership, communication and interpersonal skills, with the ability to provide constructive feedback and collaborate across teams. + Proven ability to lead and develop of team of individual contributors. + Familiarity with customer experience frameworks (e.g., Voice of the Customer programs, journey mapping). + Exceptional attention to detail and organizational skills, with the ability to manage multiple priorities in a fast-paced environment. + Ability to think critically and problem-solve, turning raw data into actionable strategies. + Exhibits curiosity and a level of comfortability using generative AI tools Education and/or Experience: + Bachelor’s degree in Business, Marketing, Customer Experience or a related field or equivalent work experience. + 5+ years of experience in contact center or customer service management, with a focus on customer journey and employee engagement. + Experience working with CCaaS platforms (e.g., Five9, NICE inContact, Genesys, etc.) and familiarity with key performance metrics (e.g., CSAT, FCR, CES, NPS). + Proven track record of driving improvements in customer and employee satisfaction. + Proven experience in data analysis, generating insights from interaction analytics, and presenting findings to leadership. Reports To: Director of Sales Operations Physical Job Requirements: + This position is primarily a sedentary office position working in a controlled, quiet office environment. + This position uses a computer terminal to access, input, and retrieve data. + This position may be subject to interruptions, which may cause a change in priorities and/or work focus. + While performing duties of this position, employee is occasionally required to stand, walk, sit, stoop, reach, and/or bend. Environment: This is a remote position; however, Infinite continually reviews deployment including our work environment policy, which is subject to change at any time to serve the best interests of the business including the requirement to be on-site 5 days per week. Accommodation: Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Employment Opportunity Infinite Electronics is proud to be an Equal Employment Opportunity and Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, marital status, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and we actively encourage women, minorities, people with disabilities and veterans to app