Manager, Customer Experience

Job Description

About Conduent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Description

Job Track Description:

Assists others in achieving goals.
Manages performance appraisals and pay reviews.
Manages training for 3 or more employees.
Manages hiring and termination actions.
Requires broad technical expertise and company/industry knowledge.
Is accountable for program management functions.

General Profile

Accountable for team performance and results.
Manages professional employees and/or supervisors.
Adapts plans and priorities based on resource and operational challenges.
Takes action based on policies, procedures.
Receives guidance from managers.
Provides technical guidance to employees, colleagues, and customers.

Functional Knowledge

Understands and applies concepts in the field of expertise.
Has growing knowledge of other disciplines.

Business Expertise

Translates strategy and priorities into work product.


Positively impacts the level of service.
Impacts the team’s ability to meet quality, volume, and timeline targets.
Guides based on policies, resource requirements, budgets, and business plans.


Builds team engagement to meet service and operational challenges.
Provides recommendations for OT, operational expenses, and rollup data.

Problem Solving

Resolves technical, operational, and organizational problems.
May take part in solving problems across a matrix.

Interpersonal Skills

Guides and influences internal and external customers, or agencies.

Responsibility Statements

Manages team members to deliver SLAs.
Manages revenue optimization and reduction of penalties.
Delivers quality, productivity, and compliance KPI reports.
Coaches team members for continuous development.
Identifies process improvement opportunities and deploys action plans.
Manages delivery strategies and service line penetration.
Performs other duties as assigned.
Complies with all policies, procedures and standards.
Subang Jaya, 10, MY