Manager – Customer Experience & Resolutions

EC-Council, the world’s largest cybersecurity technical certification body operating in over 170 countries, is seeking a Manager for Customer Experience & Resolutions based in Hyderabad. This role is pivotal in overseeing customer service and experience operations to ensure timely resolution of issues, high-quality service delivery, and strong customer satisfaction. The manager will be responsible for handling escalations effectively while driving continuous improvements in processes and enhancing the overall customer journey. With over 400,000 certified information security professionals worldwide, EC-Council is dedicated to advancing cybersecurity through integrity, professionalism, and meaningful impact.

Key Responsibilities
Manage daily Customer Service and Customer Experience operations, including monitoring and improving team performance. Drive key performance metrics such as Customer Satisfaction (CSAT), Service Level Agreements (SLA), First Response Time (FRT), resolution time, quality, productivity, and escalation rates. Own and resolve complex, high-priority customer escalations promptly and with professionalism. Monitor customer feedback, identify recurring issues, and analyze service trends to recommend process and experience improvements. Collaborate closely with internal teams to remove bottlenecks and enhance the overall customer journey. Lead initiatives focused on process improvements, automation, and self-service solutions to increase efficiency and customer satisfaction. Prepare, publish, and review operational dashboards and reports, providing management with clear insights, risks, and actionable plans. Ensure strict compliance with Standard Operating Procedures (SOPs), policies, quality standards, and escalation protocols. Coach and develop team members to foster ownership, accountability, customer empathy, and consistent performance. Represent the Customer Experience team in stakeholder discussions to ensure customer issues are communicated effectively across the organization.

Required Qualifications
Proven experience managing customer service and customer experience teams in a fast-paced environment. Strong understanding of customer service metrics and demonstrated ability to improve CSAT, SLA, and resolution times. Skilled in handling complex customer escalations with professionalism and efficiency. Experience in process improvement, automation, and leveraging self-service tools to enhance customer experience. Excellent communication, leadership, and stakeholder management skills. Ability to analyze data and generate actionable insights through dashboards and reports. Commitment to maintaining quality standards, policies, and escalation procedures.

Preferred Qualifications and Benefits
Familiarity with Zendesk or other CRM platforms is highly desirable. Experience with data visualization tools such as Power BI or Tableau is a plus. Knowledge of automation and AI tools to streamline customer service processes will be advantageous. EC-Council fosters a culture driven by a mission to strengthen global cybersecurity capabilities and advance ethical hacking and information security professions. The organization values integrity, professionalism, continuous learning, accountability, respect, and ethical conduct. EC-Council is an equal opportunity employer committed to diversity and inclusion, providing reasonable accommodations for individuals with disabilities. Candidates must have legal authorization to work in the country of employment and currently reside there.

Applicants should be aware that any work submitted during the recruitment process becomes the exclusive property of EC-Council, with all intellectual property rights assigned accordingly. Personal data collected during recruitment will be handled in compliance with applicable data protection laws, as outlined in EC-Council’s Privacy Policy.

This position offers a unique opportunity to contribute to a globally recognized cybersecurity organization while leading a critical function that directly impacts customer satisfaction and operational excellence.