The Client Experience Manager is the lead member of the Client Management team, a core function within the Credentialing Services department, focused on delivering high-quality client support throughout the certification lifecycle. The team serves as the primary point of contact for candidates, certificants, and partners, providing responsive assistance, resolving inquiries, supporting exam administration, reviewing eligibility, and ensuring timely and accurate administrative processing, while collaborating closely with Credentialing Services to maintain consistency, compliance, and operational efficiency.

This role is focused on leading and managing the Client Management team and ensuring alignment, accountability, and effectiveness by establishing clear expectations and maintaining quality standards and compliance, while overseeing day-to-day service delivery operations. In addition, this role drives improvements to enhance customer experience and operational efficiency.

Scope of Responsibility:

• Receives high-level objectives rather than task-level direction.
• Sets team priorities, allocates resources, and resolves competing demands.
• Makes independent people and delivery decisions within established goals.
• Accountable for sustained performance, engagement, and development of a team.
• Influences outcomes through planning, prioritization, and performance management.

Essential Functions
Leadership & Operational Oversight

• Provides leadership for the Client Management team, including departmental structure, priorities, and decision-making.
• Establishes and monitors performance and service delivery metrics to evaluate team performance, inform strategic priorities, and support continuous improvement in service delivery.
• Serves as a liaison with the test administration partner by submitting and tracking support tickets, ensuring timely resolution for standard exam administrations.
• Leads continuous improvement efforts to increase quality, efficiency, and effectiveness of customer service.
• Drives adoption of AI-enabled tools and technologies to streamline workflows and improve accuracy.
• Supports department and company-wide initiatives and cross-functional priorities.

People Management

• Serves as the primary communication lead for the client management team, ensuring team alignment on products, services, policies, procedures, and organizational updates.
• Leads training and change management efforts across the team.
• Manages performance by clarifying expectations, addressing performance issues, and providing regular feedback, training, and coaching for skill development.
• Establishes clear goals, expectations, and success metrics for direct reports.
• Manages team workflows, cross-functional coordination, allocates resources effectively, and resolves complex operational issues.

Customer Experience & Service Excellence

• Drives initiatives to enhance the overall customer experience across all service channels.
• Develops and implements solutions to service challenges in digital platforms, communications, and service delivery.
• Ensures consistent, high-quality customer service through clear expectations, monitoring, and coaching.
• Maintains the ability to perform all core customer service functions and actively supports the team during high-volume periods, escalations, or resource constraints to ensure seamless service delivery.

Quality Assurance & Compliance

• Ensures the quality and compliance of customer service activities by monitoring performance and service-related metrics.
• Leads reviews and updates of forms, handbooks, website content, and other published materials to ensure accuracy, consistency, and compliance with policies, accessibility, and accreditation standards.
• Collaborates with the team to resolve general, administrative, technical, and security-related complaints and investigations; ensures timely issuance of formal responses and accurate documentation for completeness, compliance, and quality.

And other job-related responsibilities as needed to support NBCOT's mission, vision, and values.

Required Qualifications
Education and Experience

• High school diploma or equivalent is required, associate's degree or higher is preferred, along with 6+ years of progressively responsible experience in customer service, including 2+ years of people management experience, or equivalent combination of education and experience.
• Demonstrated experience in enhancing customer service operations and implementing tools and technology.
• Experience in tracking and analyzing metrics to inform decisions, implement improvements, and develop team members.

Technical Proficiency

• Advanced knowledge of business and productivity software, Customer Relationship Management (CRM), and Microsoft 365.
• Able to perform advanced-level tasks independently including customizing workflows, generating complex reports, troubleshooting issues, and providing training or support to others.

Competencies

• Effective communication skills
• People and performance management
• Evidence-based decision making
• Critical thinking
• Customer orientation and service excellence
• Attention to detail and results orientation
• Continuous improvement
• Collaboration
• Adaptability and resilience

Work Environment and Physical Demands

• Work environment - Hybrid
• Work schedule - 35 hours per week (full-time)
• Physical demands
  • Sitting, standing, and walking - frequently (2.5-5.5 hours/day)
  • Fine hand manipulation and grasping/handling (typing, using small tools) - frequently (2.5-5.5 hours/day)
  • Reaching above shoulder level - rarely (not daily)
  • Bending, stooping, pushing, pulling, lifting, and carrying up to 50 lbs. - rarely (not daily)

Salary: $85,000 - $95,000 depending on experience