Service Experience Manager

Service Experience Manager / Team Leader

Lewisville, TX (Onsite)
Monday–Friday, 9:00 AM – 6:00 PM

CSC is seeking a Service Experience Manager / Team Leader to lead a customer-facing compliance team responsible for delivering exceptional client service while ensuring quality, efficiency, and timeliness across business license filings, corporate transactions, license renewals, and annual report compliance activities. This role is responsible for supervising, managing, motivating, and developing team members while driving operational excellence and maintaining a high-quality client experience.

The ideal candidate is a hands-on leader who is comfortable working within the day-to-day operations of the team, managing escalations, improving processes, and driving performance against established Key Performance Indicators (KPIs). Strong communication, analytical thinking, and leadership skills are essential to success in this role.

Some of the things you’ll be doing:

• Create an inspiring team environment with an open communication culture 
• Lead, mentor, and develop a high-performing team focused on productivity, collaboration, accountability, and client satisfaction 
• Understand and support the mission, strategy, and operational roadmap aligned with organizational goals 
• Develop, monitor, and maintain Key Performance Indicators (KPIs) to measure individual and team success 
• Set clear team goals, delegate tasks effectively, and establish deadlines 
• Oversee day-to-day operations related to compliance services, licensing, renewals, and corporate transactions 
• Ensure operational excellence, service quality, and adherence to regulatory requirements 
• Handle customer complaints and manage escalations professionally and efficiently 
• Conduct performance reviews and provide ongoing coaching, development, and training 
• Identify training needs and implement employee development initiatives 
• Listen to team feedback and resolve issues or conflicts in a timely manner 
• Recognize high performance and reward accomplishments 
• Design and implement process improvements and operational policies 
• Collaborate cross-functionally with Market, Technology, Product, and other internal teams from ideation through execution 
• Maintain accurate records and ensure the highest levels of productivity, service, and client satisfaction 
• Organize team-building activities and foster a positive team culture 

These are the technical skills, experience, and qualifications that would make someone successful:

• 5+ years of leadership experience, preferably within customer service, compliance, or operations environments 
• Proven success mentoring, developing, and leading high-performing teams 
• Strong understanding of performance metrics and KPI development 
• Excellent organizational, analytical, and problem-solving skills 
• Strong decision-making and change management capabilities 
• Exceptional written and verbal communication skills 
• Ability to manage multiple priorities in a fast-paced environment 
• Proficiency with Microsoft Office Suite, especially Excel 
• Strong attention to detail and commitment to operational accuracy 
• Experience collaborating cross-functionally with internal stakeholders and business partners 

Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone flexibility may be required based on business needs.