Customer Experience

• This position may primarily be performed remotely; however, candidates must live within 50 miles of our headquarters office (1725 Duke Street, Alexandria, VA

Please apply online at

Who we are:

HRCI, headquartered in Alexandria, Virginia, is the premier credentialing and learning organization for the human resources profession. For over 50 years, we have set the global standard for HR expertise and excellence through our commitment to the development and advancement of businesspeople in the people business. HRCI develops and offers world-class learning, as well as the administration of eight global certifications and is dedicated to helping professionals achieve new competencies that drive business results. We are a dynamic non-profit with a hard-working, committed team. Want to know more about what life is like at HRCI? Find out more about us at

Why HRCI:

• We are a Washington Post Top Workplace, two years running (2024 & 2025)
• Be part of a dynamic and passionate team of professionals focused on driving the organization forward.
• Have the autonomy to grow your career and opportunities for professional development.
• Highly rewarding work in a fun, team-oriented culture.
• Great benefits (health insurance, generous time off, 401(k) match, parental leave) and a flexible working environment.

Position Overview:

The Customer Experience (CX) Manager is responsible for overseeing the daily operations of the CX team, with a strong focus on staff scheduling, performance management, and operational efficiency. This role ensures consistent delivery of high-quality customer service by actively monitoring team performance, addressing service issues, and supporting employee development through product knowledge and training initiatives.

• Oversee the day-to-day activities of the CX team (approximately 8-10 team members); ensure the delivery of value-add services, provide effective problem solving, and drive sales opportunities.
• Foster a data-driven, coaching-forward culture and reinforce accountability measures by conducting regular check-ins and providing timely performance feedback to team members, including team stand-ups.
• Manage the coordination of staffing coverage and time-off approvals.
• Collaborate with the Chief Business Officer (CBO) on the development and enhancement of work procedures, workflows, and training programs for optimal customer service delivery.
• Liaise with the Technology team to monitor, maintain, and optimize CRM, telephony, and ticketing platforms to ensure seamless CX performance, enable automation, and support operational efficiency.
• Identify and work with team members to implement standards/procedures for ensuring optimal customer experience and effective sales solution by following a continuous improvement trajectory.
• Oversee quarterly and annual revenue targets and associated goals.
• Support the selection, training, coaching, mentoring and motivating of the CX team to meet current and future sales goals.
• Effectively communicate and present information and updates to the CBO and the CX team.
• Analyze data, such as direct web traffic and phone calls, and create tracking reports to measure set goals, efficient operations, workload balance, and attain NPS scores.
• Establish an audit routine for all daily activities to ensure that effective processes are followed and to provide performance feedback to team members.
• Monitor key performance indicators (KPIs), service levels, and call activity to identify areas for improvement.
• Analyze the database to project sales, determine profitability and targets, and identify potential opportunities.
• Assess impact and support the adoption of AI-enabled tools (chatbots, sentiment analysis, internal copilots).
• Ensure adherence to service standards and company policies.
• Escalate complex issues or trends to the CBO for resolution.

The Skills You Need to Succeed:

• High school diploma or equivalent, required; Bachelor's degree, preferred
• 6+ years of increasing customer service responsibility, including sales and/or operations functions, required
• Experience in a team lead or senior customer service role, required
• Familiarity with AI-enabled tools (chatbots, etc.), highly desirable
• Some exposure to training, scheduling, or mentoring, preferred
• Certification (aPHR, PMP, etc.), highly desirable
• Effective operational acumen with strong analytical, organizational and time management skills.
• Quick learner and able to acquire in-depth knowledge of HRCI's products/solutions/processes.
• Empathetic, active listener, with proactive ability to solve problems effectively and efficiently
• Intrinsically motivated and emotionally intelligent to manage and develop a diverse CX team.
• Confident and effective use of technology.
• Collaborative team player with exceptional interpersonal skills exhibiting a positive attitude and a professional demeanor.

Salary range: $87, ,000/year; Compensation is based on a variety of factors including, but not limited to, relevant experience, skills, and internal equity.