Customer Experience Manager

📋 Description

• Lead, inspire, and develop the operational structure spanning Appeals Specialists and Customer
• Manage, track, and optimise department OKRs and KPIs, driving continuous performance efficiency
• Conduct operational capacity planning, workload distribution, and team auditing to balance
• Champion ParkMaven’s core values: compliant and defensible parking management and enforcement.
• Own, refine, and enforce operational Level Agreements (SLAs) within Zendesk, Zendesk ParkMaven
• Ensure strict adherence to statutory, legal, and regulatory response timelines across all

🎯 Requirements

• Operational leadership experience: 4+ years of operational experience in customer operations
• Regulatory expertise: solid understanding of regulatory frameworks, including BPA Code of Practice
• Escalation expertise: proven track record acting as a senior decision-maker (3rd line escalation)
• Systems & SLA mastery: advanced proficiency with CRM platforms (specifically Zendesk)
• Data & OKR driven: demonstrated ability to structure, manage, and report on operational OKRs
• Communication: exceptional written and verbal English skills, able to communicate with authority