Service Experience Manager

Job Description
Service Experience Manager / Team Leader
Lewisville, TX (Onsite)
Monday-Friday, 9:00 AM - 6:00 PM
CSC is seeking a Service Experience Manager / Team Leader to lead a customer-facing compliance team responsible for delivering exceptional client service while ensuring quality, efficiency, and timeliness across business license filings, corporate transactions, license renewals, and annual report compliance activities. This role is responsible for supervising, managing, motivating, and developing team members while driving operational excellence and maintaining a high-quality client experience.
The ideal candidate is a hands-on leader who is comfortable working within the day-to-day operations of the team, managing escalations, improving processes, and driving performance against established Key Performance Indicators (KPIs). Strong communication, analytical thinking, and leadership skills are essential to success in this role.
Some of the things you'll be doing:

• Create an inspiring team environment with an open communication culture
• Lead, mentor, and develop a high-performing team focused on productivity, collaboration, accountability, and client satisfaction
• Understand and support the mission, strategy, and operational roadmap aligned with organizational goals
• Develop, monitor, and maintain Key Performance Indicators (KPIs) to measure individual and team success
• Set clear team goals, delegate tasks effectively, and establish deadlines
• Oversee day-to-day operations related to compliance services, licensing, renewals, and corporate transactions
• Ensure operational excellence, service quality, and adherence to regulatory requirements
• Handle customer complaints and manage escalations professionally and efficiently
• Conduct performance reviews and provide ongoing coaching, development, and training
• Identify training needs and implement employee development initiatives
• Listen to team feedback and resolve issues or conflicts in a timely manner
• Recognize high performance and reward accomplishments
• Design and implement process improvements and operational policies
• Collaborate cross-functionally with Market, Technology, Product, and other internal teams from ideation through execution
• Maintain accurate records and ensure the highest levels of productivity, service, and client satisfaction
• Organize team-building activities and foster a positive team culture

These are the technical skills, experience, and qualifications that would make someone successful:

• 5+ years of leadership experience, preferably within customer service, compliance, or operations environments
• Proven success mentoring, developing, and leading high-performing teams
• Strong understanding of performance metrics and KPI development
• Excellent organizational, analytical, and problem-solving skills
• Strong decision-making and change management capabilities
• Exceptional written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office Suite, especially Excel
• Strong attention to detail and commitment to operational accuracy
• Experience collaborating cross-functionally with internal stakeholders and business partners

Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone flexibility may be required based on business needs.
About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
At CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.
CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.