Senior Manager, Prospect Experience
Company:Solace
Location:United States
Languages:English
Seniority level:Senior, 5 to 7 years
Experience:5 to 7 years
Skills:
LeadershipProject ManagementData AnalysisPeople ManagementProduct ManagementQACross-functional Team LeadershipOperations ManagementStrategyBusiness OperationsCustomer serviceMentoringCoachingTrainingProcess improvementCRMCustomer support
Requirements:
5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership. Experience managing managers and large teams. Strong operational mindset with a track record of driving performance against KPIs. Comfortable building new teams, processes, and structures in a fast-growing environment. Excellent communication, coaching, and relationship-building skills. Data-driven decision maker who cares deeply about customer experience.
Responsibilities:
Lead and develop a team of managers overseeing ~30 CX agents. Set clear expectations and build onboarding, training, and playbooks. Own the prospect experience by designing and refining workflows. Develop conversion-focused scripts, messaging, and FAQs. Build scalable SOPs, reporting frameworks, and processes. Collaborate with Workforce Management on capacity planning and forecasting. Identify inefficiencies and implement targeted improvements. Ensure effective use of tools including Zendesk, phone systems, and AI assistants. Work cross-functionally with Product, Marketing, and Clinical Operations.
