TransPerfect Is More Than Just a Job…
Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

• Create and lead the company’s first holistic Customer Experience strategy

• Design and execute a long-term roadmap to achieve prestigious industry awards (e.g., J.D. Power)

• Analyze customer feedback, call center data, and behavior trends to identify areas for improvement

• Build and manage CX performance metrics including NPS, CSAT, and CES

• Develop customer journey maps and implement initiatives to reduce friction and boost overall satisfaction

• Leverage AI and automation to improve service efficiency and responsiveness

• Optimize all touchpoints including contact center operations and customer communication channels

• Champion a customer-first mindset across the organization, working cross-functionally with marketing, operations, and product teams

• Lead the full lifecycle of award strategy, including eligibility analysis, application, and performance tracking

• Stay current on customer experience trends, tools, and best practices

• 5+ years of experience in contact center or customer experience leadership

• Demonstrated success building and scaling CX programs and initiatives

• Strong knowledge of CX tools and platforms (e.g., Zendesk, Salesforce, Five9)

• Excellent leadership, collaboration, and project management skills

• Deep understanding of CX metrics, customer journey mapping, and VOC programs

• Strong communication and analytical skills

• Bachelor’s degree or equivalent experience

• Ability to travel up to 25%

• Experience in omnichannel support (voice, chat, email, social media)

• Proven track record of contributing to award-winning CX performance

• Familiarity with customer-centric frameworks and design thinking

• CX certification (e.g., CCXP) or Six Sigma certification a plus