H-2B Visa Customer Experience Manager Jobs
Customer Experience Manager jobs with H-2B visa sponsorship are available through seasonal employers in hospitality, resort operations, and tourism who need temporary leaders to oversee guest-facing teams. Employers must file for DOL temporary labor certification before petitioning USCIS, and H-2B visas are capped at 66,000 annually, so timing your application to the correct winter or summer cap period is critical.
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Get Access To All JobsPosition Summary
We are seeking a strategic, hands-on Customer Experience Manager to build and lead a newly formed proactive engagement team within our call center operation. This team will own customer interactions across outbound phone outreach, chat, SMS, and email — executing retention strategies and creating intentional experiences that strengthen customer loyalty.
This is not a traditional support role. The ideal candidate will design workflows, identify customer friction points, and build communication strategies — across both voice and digital channels — that reduce inbound volume and elevate the customer experience.
Key Responsibilities
Team Leadership & Development
- Build, train, and lead a team of Customer Experience Specialists
- Establish performance expectations, KPIs, and quality standards
- Coach team members on written and verbal communication, tone, and problem resolution
- Foster a culture of ownership, urgency, and customer-centric thinking
Multi-Channel Experience Management
- Oversee proactive customer interactions across outbound voice, chat, SMS, and email
- Ensure timely, accurate, and brand-aligned engagement across every channel
- Implement workflows and automation where appropriate
- Partner with call center operations to ensure consistency between reactive and proactive functions
Proactive Customer Engagement Strategy
- Design and execute outbound communication programs (e.g., post-treatment follow-ups, service reminders, retention saves, surprise-and-delight outreach)
- Identify opportunities to reduce inbound call drivers through proactive intervention
- Develop campaigns that improve retention, satisfaction, and customer lifetime value
- Build outreach strategies tailored to package customers and long-tenured accounts
Operational Strategy & Process Improvement
- Analyze customer contact reasons and identify systemic issues
- Partner with call center leadership to reduce friction points
- Build scalable processes that improve efficiency and customer experience
- Leverage CRM and telephony data to inform decisions
Performance & Analytics
- Define and track KPIs such as save rate, retention impact, CSAT, contact deflection, and response/resolution time
- Report on team performance and business impact to senior leadership
- Use data to continuously refine strategy and execution
Qualifications
Required
- 3–5+ years of experience in customer service, contact center, or CX operations
- 2+ years in a leadership or supervisory role
- Experience managing both voice and digital support channels
- Strong analytical and problem-solving skills
- Excellent written AND verbal communication skills (this role lives and dies by tone and clarity)
- Proven ability to build processes from scratch in a fast-paced environment
Preferred
- Experience in home services or subscription-based businesses
- Familiarity with CRM systems (e.g., Real Green or similar platforms)
- Familiarity with telephony platforms (e.g., NICE or similar)
- Background in customer retention or lifecycle marketing
- Experience implementing automation or workflow tools
Key Competencies
- Strategic thinking paired with hands-on execution
- Strong ownership mentality (no “that’s not my job” thinking)
- Ability to identify root causes vs. surface-level problems
- Comfort with ambiguity and building from the ground up
- Bias for action and continuous improvement
What Success Looks Like
- Reduced inbound call volume driven by proactive outreach
- Improved customer satisfaction and retention rates
- Consistent, high-quality engagement across voice and digital channels
- Clear visibility into customer issues and resolution trends
- A scalable proactive engagement function that complements — not duplicates — the call center
Why This Role Matters
This role plays a critical part in transforming how we interact with customers — moving from reactive support to proactive engagement. The right leader will not only improve efficiency but fundamentally elevate how customers perceive our brand.
Position Summary
We are seeking a strategic, hands-on Customer Experience Manager to build and lead a newly formed proactive engagement team within our call center operation. This team will own customer interactions across outbound phone outreach, chat, SMS, and email — executing retention strategies and creating intentional experiences that strengthen customer loyalty.
This is not a traditional support role. The ideal candidate will design workflows, identify customer friction points, and build communication strategies — across both voice and digital channels — that reduce inbound volume and elevate the customer experience.
Key Responsibilities
Team Leadership & Development
- Build, train, and lead a team of Customer Experience Specialists
- Establish performance expectations, KPIs, and quality standards
- Coach team members on written and verbal communication, tone, and problem resolution
- Foster a culture of ownership, urgency, and customer-centric thinking
Multi-Channel Experience Management
- Oversee proactive customer interactions across outbound voice, chat, SMS, and email
- Ensure timely, accurate, and brand-aligned engagement across every channel
- Implement workflows and automation where appropriate
- Partner with call center operations to ensure consistency between reactive and proactive functions
Proactive Customer Engagement Strategy
- Design and execute outbound communication programs (e.g., post-treatment follow-ups, service reminders, retention saves, surprise-and-delight outreach)
- Identify opportunities to reduce inbound call drivers through proactive intervention
- Develop campaigns that improve retention, satisfaction, and customer lifetime value
- Build outreach strategies tailored to package customers and long-tenured accounts
Operational Strategy & Process Improvement
- Analyze customer contact reasons and identify systemic issues
- Partner with call center leadership to reduce friction points
- Build scalable processes that improve efficiency and customer experience
- Leverage CRM and telephony data to inform decisions
Performance & Analytics
- Define and track KPIs such as save rate, retention impact, CSAT, contact deflection, and response/resolution time
- Report on team performance and business impact to senior leadership
- Use data to continuously refine strategy and execution
Qualifications
Required
- 3–5+ years of experience in customer service, contact center, or CX operations
- 2+ years in a leadership or supervisory role
- Experience managing both voice and digital support channels
- Strong analytical and problem-solving skills
- Excellent written AND verbal communication skills (this role lives and dies by tone and clarity)
- Proven ability to build processes from scratch in a fast-paced environment
Preferred
- Experience in home services or subscription-based businesses
- Familiarity with CRM systems (e.g., Real Green or similar platforms)
- Familiarity with telephony platforms (e.g., NICE or similar)
- Background in customer retention or lifecycle marketing
- Experience implementing automation or workflow tools
Key Competencies
- Strategic thinking paired with hands-on execution
- Strong ownership mentality (no “that’s not my job” thinking)
- Ability to identify root causes vs. surface-level problems
- Comfort with ambiguity and building from the ground up
- Bias for action and continuous improvement
What Success Looks Like
- Reduced inbound call volume driven by proactive outreach
- Improved customer satisfaction and retention rates
- Consistent, high-quality engagement across voice and digital channels
- Clear visibility into customer issues and resolution trends
- A scalable proactive engagement function that complements — not duplicates — the call center
Why This Role Matters
This role plays a critical part in transforming how we interact with customers — moving from reactive support to proactive engagement. The right leader will not only improve efficiency but fundamentally elevate how customers perceive our brand.
See all Customer Experience Manager jobs
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Get Access To All JobsTips for Finding Visa Sponsorship as a Customer Experience Manager
Translate your management credentials for U.S. employers
Pull your performance reviews, team size records, and guest satisfaction scores together before you apply. H-2B visa employers evaluating a Customer Experience Manager need proof of supervisory scope, not just a job title on a CV.
Target employers already holding DOL labor certifications
Search Migrate Mate to find seasonal hospitality and resort employers with active H-2B filing history for customer-facing manager roles, so you're approaching companies that have already cleared DOL's temporary need requirement for this position.
Align your start date to the correct cap period
H-2B visas split 33,000 slots between October-to-March and April-to-September seasons. Confirm with your employer which cap half covers your role's start date, then verify DOL's filing deadline for that period before submitting anything.
Clarify the prevailing wage before signing an offer letter
Use the OFLC Wage Search to look up the prevailing wage for a Customer Experience Manager in your employer's county and wage level. Your offer letter must meet or exceed that rate or DOL will reject the labor certification.
Confirm your employer has filed DOL's temporary need documentation
H-2B sponsorship requires employers to prove the position is genuinely seasonal and won't exceed ten months. Ask directly whether they've submitted Form ETA-9142B and received their temporary labor certification before you give notice at a current job.
Review your O*NET occupation profile before your interview
The O*NET profile for customer experience managers lists the specific tasks and skills DOL evaluates when certifying this role. Matching your interview answers to those competencies helps your employer build a stronger case in the labor certification filing.
Frequently Asked Questions
How do I find Customer Experience Manager jobs that offer H-2B visa sponsorship?
Migrate Mate is built specifically for this search. It filters seasonal employer listings by H-2B filing history, so you see Customer Experience Manager openings only at companies that have already gone through DOL's temporary labor certification process. Generic job boards don't surface sponsorship status, which means you waste time on roles where the employer has no H-2B infrastructure in place.
How does the H-2B annual cap affect my chances of getting sponsored for this role?
USCIS limits H-2B visas to 66,000 per fiscal year, split into two cap periods of 33,000 each. Cap numbers fill quickly, sometimes within days of the filing window opening. Employers must submit DOL labor certifications well before USCIS opens petitions, so if your prospective employer misses the DOL deadline, you lose the cap slot entirely for that season and must wait for the next period.
Does my experience managing customer service teams count toward H-2B eligibility even if my previous employer was outside the U.S.?
Yes. H-2B eligibility for a Customer Experience Manager is based on the role's requirements, not the location of your previous employment. Your employer must document that the position is temporary and seasonal, and that you meet the qualifications. International supervisory experience counts as long as your employer can verify it in the labor certification filing submitted to DOL.
What happens to my H-2B status if the seasonal position ends before the visa expiration date?
If your employment ends early, you get a ten-day grace period to depart the U.S. H-2B status doesn't allow you to change employers or stay and job-search. If your employer extends the season, they can request a visa extension through USCIS before your current period expires, provided the total stay doesn't exceed the allowable period for that H-2B petition.
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