Trential - Customer Experience Manager

Trential is looking for a Customer Experience Manager who enjoys building systems, improving customer journeys, and solving operational problems through automation and data. This is a high-impact role that sits at the intersection of customer success, process building, and operational efficiency.

Key Responsibilities:

• Own and optimize end-to-end operational workflows across customer interactions and internal business processes.
• Design and scale operational systems, SOPs, and automation frameworks to improve efficiency, consistency, and business scalability.
• Build dashboards and KPI frameworks, analyze operational data, and drive continuous process improvements through data-driven insights.
• Implement automation across customer operations using CRM platforms, AI tools, no-code solutions, IVR, and workflow automation tools.
• Partner with Product, Engineering, Customer Success, and Business teams to solve operational challenges and build scalable, customer-centric process.
• Define, track, and improve key operational metrics, including NPS, CSAT, SLA adherence, TAT, FRT, Resolution Time, Escalation Rate, Productivity, and Operational Cost.
• Lead teams across customer support, background verification, and customer communication functions, ensuring high-quality service delivery and resource utilization.
• Anticipate operational bottlenecks, drive cross-functional execution, and implement scalable solutions to support business growth.

What we're looking for:

• 5+ years of experience in customer centric operations, process excellence, or business operations roles.
• Strong understanding of customer success frameworks and metrics (NPS, CSAT, etc.).
• Hands-on experience in process building and optimization in high-volume environments.
• Exposure to calling systems (IVR, auto-dialers) and operational tools/CRMs.
• Ability to operate in ambiguity and take end-to-end ownership.
• Experience managing resources and driving performance.