Sr Manager, Customer Experience & Assurance

Valley National Bank
United States, New Jersey, Wayne
Apr 14, 2026
Responsibilities include but are not limited to: Lead Quality Assurance strategy, execution, and calibration to ensure consistent, compliant, high quality customer interactions across all channels. Oversee escalations, complaints, special servicing, and social media care, ensuring timely, accurate, and risk aware resolution. Analyze quality, complaint, NPS, and Voice of the Customer insights to identify root causes, reduce repeat issues, and improve processes and customer experience. Embed quality and escalation insights into coaching, training, and knowledge resources through close partnership with Learning & Development. Lead the Support Leader function to provide frontline decision support and guidance. Partner cross-functionally with Product, Technology, Operations, and Service teams to influence policy, process, and knowledge improvements. Support Customer Care leaders with data driven insights, performance governance, and coaching enablement. Champion a culture of accountability, inclusion, engagement, and continuous improvement.