Senior Manager - Customer Experience

Overview

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? 

We have an exciting, newly created Sr. Manager – Customer Experience opportunity at TDS.  This position is a pivotal leadership role responsible for the strategic development and execution of our Customer Experience (CX) initiatives. This position will drive the transformation of customer interactions, ensuring exceptional satisfaction, ease, and loyalty. The Sr. Manager – Customer Experience will act as the primary advocate for the customer, leveraging insights and data to influence cross-functional teams and senior leadership. This role demands a visionary leader who can navigate complex projects, foster collaboration, and deliver measurable improvements in customer experience.

NOTE: Although our preferred candidate would reside within a reasonable commuting distance of Madison, WI, this position can work remotely in any of the 40+ states in which TDS Telecom operates.  

Responsibilities

• Lead the analysis of current customer journeys to uncover strategic opportunities for improvement and innovation, develop and implement comprehensive strategies to enhance customer satisfaction and loyalty, and utilize insights from fiber broadband customers to design tailored experiences that meet their unique needs and expectations.
• Guide the progress of CX initiatives by leading the CX Core Team and driving collaboration with key stakeholders. Prioritize and oversee CX projects, ensuring alignment with strategic business goals. Develop tactical plans, establish timelines, assign responsibilities, and ensure timely execution. Provide executive oversight on business case development and strategic decision-making.
• Partner with senior leaders across Sales, Service, Marketing, and Operations to ensure a seamless and integrated customer experience. Lead and mentor high-performing teams, driving a culture of customer-centricity and excellence. Collaborate with network engineering and technical support teams to ensure the delivery of reliable and high-quality services.
• Establish robust methods for collecting and analyzing customer feedback to measure key performance indicators (KPIs) related to satisfaction, retention, and loyalty. Deliver regular reports and presentations to senior management, offering actionable insights to improve KPIs. Partner with the Marketing Research team to leverage Experience Management programs and advanced analytics for data-driven decision-making. Monitor and optimize KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Customer Churn Rate, and Customer Retention.

Qualifications

Required Qualifications:

• Bachelor's Degree -OR- 4+ years professional work experience.
• 5+ years’ leadership experience.
• 7+ years’ experience in customer experience strategy development.

Other Qualifications:

• Bachelor’s degree in Marketing or Business Administration preferred.
• Experience within the telecommunications industry preferred.
• Demonstrated ability to lead cross-functional teams, and manage large-scale initiatives that enhance customer satisfaction and drive revenue
• Proven track record of driving customer-centric initiatives and achieving significant, measurable results.
• Strong analytical skills to interpret market data and make data-driven decisions.
• Experience effectively communicating and presenting to stakeholders at various levels.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today! 

Benefits 

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority! 

Associates scheduled to work 20 or more hours per week have access to: 

• Medical Coverage 
• Dental Coverage 
• Vision Coverage 
• Life Insurance 
• 401(k) Plan 
• Generous Vacation & Paid Sick Leave 
• Seven Paid National Holidays & One Floating Holiday 
• Paid Parental Leave (6 weeks after 12 months of employment) 
• Adoption & Surrogacy Assistance 
• Employee Assistance & Wellness Programs 

Associates working 30 or more hours per week additionally have access to: 

• Short-Term & Long-Term Disability 
• TDS Service Discounts 
• Education Assistance 
• Paid Volunteer Time 

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here. 

Who is TDS Telecom? 

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!  

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the diversity of our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. 

Pay Transparency 

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards. 

Pay Range (Hr./Yr.)