Manager, Client Experience

About the Company

A rapidly scaling global technology platform enables organizations to hire, pay, and manage talent across international markets. The company combines modern software infrastructure, data intelligence, and localized expertise to support distributed workforces and complex employment environments worldwide.

Following strong early growth, the organization is continuing its evolution toward a technology-led platform focused on scalable data systems, AI-enabled workflows, and data-driven decision making across the business.

The Opportunity

As a Client Experience Manager, you will lead a team of HR Specialists responsible for delivering a seamless, high-quality experience across customer and employee touchpoints. You will operate within a unified global experience function, owning performance, quality, and operational excellence for your assigned region.

This role blends hands-on leadership with strategic thinkingyoull proactively identify opportunities, mitigate risks, and drive continuous improvement across the experience journey. You will play a key role in delivering consistent, scalable, and human-centered experiences worldwide.

Global Experience Ownership

• Drive team performance within a unified global experience model, ensuring consistent, high-quality outcomes
• Act as the voice of the customer and supported employee, identifying and addressing systemic experience gaps
• Translate company strategy into clear priorities and measurable outcomes

Leadership & Team Development

• Build, lead, and develop a high-performing team of HR Specialists
• Conduct regular 1:1s to review performance, provide coaching, and support career growth
• Set clear expectations and hold team members accountable to performance, quality, and behavioral standards
• Mentor emerging leaders and strengthen leadership capability across the team

Operational Excellence & Quality

• Oversee day-to-day operations, ensuring effective prioritization, SLA adherence, and consistent service delivery
• Conduct ongoing quality assurance (QA) reviews to uphold support standards and identify coaching opportunities
• Identify operational risks and implement solutions to maintain stability and performance

Performance & Metrics

• Own and monitor key performance metrics (CSAT, response/resolution times, quality, productivity, etc.)
• Use data to identify trends, drive accountability, and inform decision-making
• Foster a metrics-driven culture, ensuring consistent achievement of targets

Cross-Functional Impact

• Partner with internal teams to resolve issues, improve workflows, and reduce friction across the experience journey
• Support and execute initiatives led by senior leadership

Change & Continuous Improvement

• Lead and support change initiatives in a fast-paced environment
• Identify opportunities and risks, driving improvements in processes, documentation, and tools to enable scale

Qualifications

• 2-3 years of Managerial experience
• Proven experience leading teams in customer experience, HR operations, or service delivery environments
• Strong track record of driving performance, accountability, and operational excellence
• Experience working in global or cross-regional environments
• Excellent coaching, people development, and leadership skills
• Ability to navigate ambiguity and lead through change with confidence
• Strong analytical mindset with experience using data to drive decisions
• Exceptional communication and collaboration skills

Strategic Execution & Accountability

Proactively identifies opportunities and risks; drives execution and holds teams accountable for results

Leadership & People Development

Builds high-performing teams; coaches and develops emerging leaders

Change Management & Agility

Leads through change with resilience and adaptability in a fast-paced, evolving environment