Customer Excellence Manager

Description

Customer Excellence Manager – Be the Voice of the Customer

Are you passionate about elevating customer experiences and leading high-impact teams? Join us as a Customer Excellence Manager and play a pivotal role in shaping how we respond to and resolve customer concerns within Consumer Operations.

In this dynamic leadership role, you’ll lead a team of customer advocates who work closely with the Office of the Customer to investigate and resolve Tier 1 complaints, while also owning the end-to-end process for Tier 2 escalations—including research, resolution, and direct customer follow-up. You’ll collaborate across departments to uncover root causes, drive timely resolution, and champion improvements that make a real difference in our customers’ lives.

What You’ll Be Doing

As a Customer Excellence Manager, you’ll:

• Lead with purpose – Inspire and manage a team focused on resolving escalated customer complaints with empathy and efficiency.
• Drive innovation – Identify trends and partner with the CX Execution Team to implement solutions that enhance the customer journey.
• Empower your team – Host weekly huddles and one-on-ones to foster growth, celebrate wins, and support development.
• Champion continuous improvement – Evaluate processes for quality and effectiveness, and collaborate with senior leaders to implement impactful changes.
• Promote learning and development – Encourage use of internal tools like Talent Matters and Learning Hub to build skills and career momentum.

What You Bring to the Table

We’re looking for a confident, customer-focused leader with:

• 1-3 years of experience managing teams(preferred) and working with senior leaders and legal partners.
• Exceptional communication skills and the ability to connect with stakeholders at all levels.
• A proactive mindset and passion for motivating others to optimize performance and drive operational excellence.
• Strong organizational skills with the ability to manage multiple concurrent projects, tasks and responsibilities.
• Extensive knowledge of consumer bank products, services and operations functions. 
• Strong understanding of banking regulations and compliance.
• Superior oral and written communication skills.
• Strong leadership skills including ability to coach and develop
• Strong analytical skills, strong knowledge of capacity management.
• Exceptional time management skills.
• Strong knowledge of internal computer applications/systems as well as proficient PC skills including MS Office.

Qualifications

• Associate or Bachelor’s degree in a relevant field, or equivalent work experience.

Why You’ll Love It Here

This is more than a supervisory role—it’s a chance to lead change, advocate for customers, and make a lasting impact. If you’re ready to bring your leadership, insight, and energy to a team that values innovation and empathy, we’d love to meet you.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday 8 AM - 5 PM ET 

Role is based out to Johnston, RI and will be in-office 4 days/week.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.