Supervisor, Customer Experience

As the Supervisor, Customer Experience, you will lead a high-performing remote team, ensuring exceptional service delivery and operational excellence. You will act as a key liaison between frontline associates and leadership, driving performance, resolving escalations, and supporting continuous improvement. This role is critical to maintaining service quality, achieving SLA targets, and delivering a consistent, positive customer experience.

Key Responsibilities

• Lead, coach, and develop a team of 30–45 remote associates to meet and exceed performance goals

• Monitor, manage, and drive adherence to daily and monthly Service Level Agreements (SLAs)

• Serve as the primary escalation point for operational and customer issues, ensuring timely resolution

• Ensure compliance with company policies, procedures, and applicable regulations; administer corrective actions as needed

• Partner with leadership, vendors, and client stakeholders to align on goals and service expectations

• Oversee talent management processes, including hiring, onboarding, performance reviews, and terminations

• Analyze performance data to identify trends, mitigate risks, and implement improvement strategies

• Prepare and deliver regular reporting on team performance and key metrics to senior leadership

• Collaborate with senior management on budgeting, resource planning, and operational initiatives

• Leverage internal systems and reporting tools to proactively identify areas of concern and drive solutions

• Support additional projects and initiatives as assigned

Required Qualifications

• High school diploma 

• Prior experience as a Call Center Supervisor or in a similar leadership role

• Strong communication skills, including interpersonal, verbal, and written

• Proven ability to resolve operational challenges and manage escalations effectively

• Proficiency with Microsoft Office (Excel, Word, Teams) and general computer systems

• Must reside within one hour driving distance of Des Moines, Iowa

Preferred Qualifications

• 3+ years of call center supervisory experience

• Bachelor’s degree

• Experience in the healthcare industry

Flexible Working 

At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.  

In this role, you can expect the following working conditions:

Remote work: Work in a way that allows you to work from home and have time onsite when needed to connect with other team members and business leaders. 

Working For You 

Perks and rewards designed for you: 

Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment. 

Retirement Savings: We will support you as you save for your future. 

Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more. 

Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.

Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career. 

Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work. 

Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts. 

Join Us 

At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates.  

We strive to create a culture where you can:  

• Bring your authentic self to work. 

• Grow and thrive, both personally and professionally.  

• Make a difference with our clients, in our communities, and with the millions of people we support.  

When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best! 

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information.  For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $42,427 - $55,100.