Adyen is hiring a Consumer Experience Manager to lead a high-performing hybrid team of onsite and remote CX Representatives, delivering best-in-class service across every consumer interaction. You will be responsible for driving daily operations and ensuring service excellence, aligned with the mission to create a seamless, positive experience.
What You'll Do
- Lead daily CX Support operations, ensuring timely, accurate, and empathetic service across all consumer channels.
- Oversee scheduling, staffing, QA, and training to maintain coverage, performance, and service excellence.
- Serve as an escalation point for complex consumer situations and drive root-cause analysis.
- Analyze VOC data and service trends to inform leadership and drive process improvements.
- Track and analyze KPIs (SLA, CSAT, response time, resolution rate) to measure success and identify opportunities.
- Maintain and update SOPs, FAQs, and training materials to ensure clarity and consistency.
- Align CX Support strategies with broader Retail and Brand goals for a seamless consumer journey.
- Collaborate with Retail, Operations, IT, Brand, and Accounting to enhance communication and CX systems.
- Recruit, coach, and develop team members through 1:1s, performance reviews, and ongoing feedback.
- Support AU launches, new market transitions, and high-volume periods with flexibility and proactive planning.
What We're Looking For
- 5+ years of contact center or consumer experience operations leadership experience.
- Proven ability to lead, coach, and develop teams to meet or exceed performance goals.
- Strong analytical skills with the ability to interpret KPIs, VOC data, and service metrics.
- Proficiency in Microsoft Office, program management tools, and consumer service software solutions (e.g., FreshService, Reputation, Meltwater, CRM platforms).
- Skilled in influencing and collaborating across cross-functional teams.
- Excellent written and verbal communication skills.
- Demonstrated ability to manage multiple priorities, make data-driven decisions, and deliver results in a fast-paced, time-sensitive environment.
- Strong consumer-first mindset with exceptional follow-up, organization, and problem-resolution skills.
- A proven history of living the core behaviors: Consumer Focus, Collaborates, Values Differences, Adapts to Change, Business Insights and Drives Results.
- Must pass any and all required background checks.
- Must be and remain compliant with all legal or company regulations for working in the industry.
- Must possess a valid driver’s license.
Nice to Have
- Experience in a hybrid or multi-site environment.
Technical Stack
- Microsoft Office
- FreshService
- Reputation
- Meltwater
- CRM platforms
Team & Environment
You will lead a high-performing hybrid team of onsite and remote CX Representatives.
Benefits & Compensation
- Compensation range: $80,000 - $100,000 USD
Work Mode
This is a hybrid position based in Chicago, Illinois, United States.
Adyen is an equal opportunity employer.
