Richmond, VA (Hybrid) | Full-Time | Salary + Benefits

We are seeking an experienced Customer Experience (CX) Manager with a background in travel, insurance, assistance services, or claims operations to lead and enhance our customer experience strategy. This role is responsible for driving service excellence, improving operational performance, and implementing innovative solutions that elevate the customer journey.

Responsibilities

• Develop and execute customer experience strategies that improve customer satisfaction, efficiency, and service delivery.
• Lead customer-facing operations while supporting the integration of AI and emerging technologies to enhance the customer experience.
• Oversee the resolution of complex customer situations, including travel disruptions, claims-related inquiries, and assistance services.
• Partner closely with Claims, Operations, and other departments to en...