Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Inclusion, and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award- winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills, and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook, and LinkedIn.

When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment, and connectedness that empowers all our successes.

**This position is not eligible to residents of California**.

The Senior Manager of Customer Experience Operations will lead efforts in optimizing customer interactions and enhancing service delivery. This role is pivotal in ensuring that our customers and members receive exceptional service and that their needs are met effectively. 

The incumbent will be responsible for managing the Global Customer Experience team, managing the day to day operations of the teams in the NAR, EMEA, APAC, with regional Supervisors reporting into this role.  This role is also responsible for the performance and achievement of the designated Global KPI’s associated with the role, and will help shape and execute the CX strategy.

The CX team will clearly add value to both our customers and the business. The incumbent of this senior role will continually develop a modern, forward thinking and proactive operation with the customer at the heart of the strategy development. The aspiration is to deliver a world class experience to our members, reducing customer effort, offering channels of choices, and speedy resolutions to enquires.

• Implement the CX strategy in alignment with the needs of customers, of the organization, and the evolution of customer contact channels.
• Responsible for executing plans and tactics to grow, engage, retain and support ISC2 global customer experience services.
• Staff and lead an effective support services team structure for global operations. Lead and manage supervisors responsible for the Customer Experience in all ISC2 operating regions (HQ, NAR, EMEA, APAC).
• Oversee daily operations of the customer experience team, ensuring effective execution of customer service initiatives.
• Develop and implement operational strategies that streamline processes and improve customer satisfaction.
• Work closely and collaboratively with various departments to align customer experience strategies with business objectives.
• Lead, mentor, and develop customer service staff, fostering a culture of customer-centricity and professional growth.
• In collaboration with CX Quality team, establish and manage customer feedback mechanisms to capture insights and inform strategy.
• Collaborate on initiatives aimed at enhancing customer engagement, loyalty and retention.
• Work with the management in managing the SLA’s, KPIs, and other performance standards to support the execution of the CX strategy.
• Partner with key internal stakeholders to integrate and execute programs and processes, ensuring best in class experience for members, volunteers and customers.
• Work and collaborate with IT to use our chosen customer experience platform that enhances our staff operations and provides a self-service and personal contact option.
• Perform miscellaneous projects and duties as assigned. 

• Must be able to demonstrate and support the 5 Company Core Values: Integrity, Advocacy, Commitment, Inclusion, and Excellence.
• Passionate about Customer Experience with the ability to interpret and present data to drive CX objectives, and a proven track record of CX transformation.
• Adept at driving positive change in a complex environment whilst managing and directing the implementation of goals, performance and standards for team. 
• Critical attention to detail; extremely organized. 
• "Big picture" vision, yet the ability to roll up sleeves and pitch in where necessary.
• Self-awareness and high emotional intelligence.
• Ability to delegate effectively and negotiate well for mutually beneficial outcomes.
• Respect for colleagues and subordinates.
• Adaptability and resiliency in a fast-paced environment.
• Customer-focused mindset with a passion for improving the customer journey.

• Employee Development - Provides feedback, coaches employees appropriately, takes mentoring role, challenges, and develops employees, offers opportunity.
• Employee Management - Defines responsibilities, motivates employees, delegates well, rewards appropriately and drives accountability.

• Excellent communication skills (both written and verbal), with the ability to influence, communicate and collaborate at all levels of the organization. 
• Strong project and organizational management skills, with the ability to handle multiple priorities effectively.
• Strong analytical skills with the ability to interpret data, performance metrics, and generate actionable insights.
• Exceptional problem solving skills and proven track record for driving positive change in a complex environment.
• Ability to delegate effectively and negotiate well for mutually beneficial outcomes.
• Demonstrate and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping).
• Proficiency in customer service software and CRMS systems.
• Strong knowledge of phone and live chat systems and technology.
• Proficiency in CX software and tools, as well as Microsoft Office Suite.

• Bachelor’s degree in related field, required.
• Over eight (8) years of experience in training, customer experience management or quality assurance, preferably in a customer service environment, with at least 2 years in a leadership role.
• Experience developing and managing quality and training programs and initiatives.
• Excellent leadership skills and experience of leading and motivating diverse high-performance teams in a global customer experience environment. 
• Public speaking and presentation experience required.

• Up to 5% travel required (some international travel may be required).
• Work normal business hours and extended hours when necessary.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.