SolomonEdwards · 3 weeks ago
Customer Experience Manager
St Louis, MO
Full-time
Onsite
Mid, Senior Level
$36/hr - $36/hrSolomonEdwards is one of the nation’s leading mortgage lenders, seeking a Customer Experience / Mortgage Call Center Manager to lead a high-performing team within its Mortgage Fulfillment Division. This role focuses on delivering best-in-class customer experience through data analysis, coaching, and process improvement.
AccountingConsultingProfessional Services
Responsibilities
Lead, coach, and develop a team of Customer Experience Specialists
Manage and optimize call center queues, schedules, and pipeline performance
Monitor and improve key CX metrics including NPS and CSAT
Analyze customer feedback and operational data to identify trends and improvement opportunities
Collaborate cross-functionally to implement process and technology enhancements
Ensure compliance with mortgage regulations and internal standards
Drive service quality, productivity, and operational efficiency
Qualification
Required
Proven call center management experience, ideally within mortgage or financial services
Strong background in queue management, workforce adherence, and performance metrics
Experience leading teams through coaching, feedback, and performance improvement
Ability to translate data into actionable insights
Comfortable working in a high-volume, deadline-driven environment
Company
SolomonEdwards
SolomonEdwards is a business consulting firm that offers financial, operational, and technology consulting services and operations support.
Founded in 1999
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$3.2M2005-01-20Series Unknown· $3.2M
Leadership Team
John Gulnac
Chief Executive Officer
Recent News
Business Wire
2025-12-02
Research and Markets
2025-09-02
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