CUSTOMER EXPERIENCE (CX) MANAGER

Description

Lead the Customer Success for Companies, Customer Success for Therapists, and Customer Service areas, ensuring a consistent experience for clients and therapists, operational excellence, and continuous improvement of customer success metrics. The position is responsible for managing the Heads of these areas and acts as the main person in charge of the strategy, operation, and development of the CX area. \*\*Expected Profile\*\* \- Experience leading leaders and Customer Success, Customer Service, or Customer Experience operations. \- Commercial experience. \- Strong people management and team development capabilities. \- Analytical, organized, and metrics-driven profile. \- Ability to structure processes and improve operational efficiency. \- Good communication skills and ability to influence different areas of the company. \- Hands-on profile, comfortable acting both strategically and operationally when necessary. \- Desired: has founded or co-founded a startup, or has experience as an entrepreneur in their own business leading a significant team. Tasks \- Lead and develop the Heads of CS Companies, CS Therapists, and Customer Service. \- Ensure the execution of the integrated Customer Experience strategy. \- Monitor and improve metrics such as NPS, retention, churn, engagement, SLA, and service quality. \- Structure processes, playbooks, rituals, and metrics to scale operations. \- Work together with Product, Technology, Sales, and Operations to continuously improve the customer experience. \- Prioritize operational improvements and ensure excellence in team execution. \- Develop leadership and the area's management team. Desired Education Higher Education: Related fields Required Languages Portuguese: Native Job Differentiators The position is at the Director level, reporting directly to executive leadership (C\-Level). There is potential for growth to a C\-Level position as the company grows and results are delivered. Payment: R$10\.000,00 per month Experience: * leading leaders and Customer Success operations (Required) Work Location: Remote