About the job
At UWorld, we empower millions of students—undergraduates, graduates, and professionals—by providing top-tier preparation for critical exams in accounting, finance, medical, legal, nursing, and more.
Our talented team of over 750 professionals, including distinguished doctors, seasoned nurses, adept lawyers, and innovative educators, is dedicated to developing exam-like questions, comprehensive explanations, engaging visuals, and precise instructional videos that simplify complex topics for learners.
We are committed to fostering an inclusive workplace where every individual feels appreciated, while delivering exceptional value to our students, educators, and partners who rely on us for the highest-quality educational materials and study tools available.
We are seeking a Senior Customer Experience Manager to lead our vibrant Customer Care and Technical Accounts teams located in Dallas, Texas. Reporting directly to the CTO, this role requires a driven individual who is enthusiastic about cultivating a high-performing team and ensuring an outstanding, personalized experience for our clients and customers.
In this leadership position, you will not only manage daily operations but also proactively strategize for future requirements. If you are an action-oriented leader with a passion for delivering and assessing top-notch service, and possess a proven history of instituting best practices and process enhancements, this is an excellent opportunity to join our growing e-learning company and advance your career.
Key Responsibilities include:
- Process Optimization: Oversee daily operations for all customer interactions, ensuring effective resolution of concerns through phone, email, and ticketing systems, managing team schedules, monitoring performance, and enhancing service quality to meet compliance standards.
- Manage B2B customer operations, establishing best-in-class onboarding processes, resolving business inquiries promptly, and facilitating efficient communication across teams including sales, technology, accounting, and marketing.
- Implement and maintain best practices for ticket intake, resolution, escalation, and incident management.
- Develop a comprehensive knowledge base to ensure a consistent and timely customer experience.
- Research, advocate for, and integrate cutting-edge technology solutions to enhance customer satisfaction and operational efficiency.

