Customer Experience Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Act as the Product Owner and senior business analyst for the Salesforce platform, managing the platform roadmap, backlog, and release schedule.

• Convert strategic concepts into designs, epics, and actionable user stories.

• Own and prioritize the Salesforce product backlog; establish acceptance criteria and the definition of done.

• Support project scope, requirements, objectives, stakeholder engagement, and technical feasibility.

• Coordinate internal resources and third-party vendors to document issues, requirements, and ROI.

• Facilitate workshops that translate high-level initiatives into design criteria.

• Diagram and redesign cross-functional customer journeys and business processes.

• Create business and functional requirements, user stories, and integration specifications.

• Design integrations and process enhancements across Salesforce, billing, dispatch/field service, workforce management, and related systems.

• Define testing criteria and execute or supervise UAT/SIT prior to releases.

• Identify friction points, opportunities for automation, and AI-driven enhancements.

• Oversee functional documentation, configuration standards, and governance of the Salesforce platform.

• Monitor project progress and platform health, generate reports, and advocate for actions based on CX and adoption metrics.

• Collaborate with Hotwire peers and cross-functional teams to enhance processes and boost efficiency.

• Execute additional responsibilities as assigned by the Supervisor.

⛳️ Requirements

• Bachelor’s degree in business, design, information technology, or a related discipline.

• At least five (5) years of experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience roles.

• Practical experience in administering or configuring Salesforce, including Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ.

• Background in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI evaluation.

• Familiarity with quality management techniques and process improvement methodologies, including Six Sigma statistical analysis and qualitative interviewing.

• Experience in creating Journey Maps or similar customer experience diagrams and documentation.

• Proficiency in designing processes implemented as software-enabled solutions, such as customer-facing web experiences or internal employee tools/workflows.

• Strong grasp of the evolving role of customer experience (CX).

• Understanding of cable and telecommunications products and services.

• Proficient in Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.

• Must embody company principles and demonstrate an understanding of concierge culture.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.

• Generous paid time off and holiday policies.