Customer Experience Manager

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

📋 Description

• Lead, mentor, and develop a small team of CX specialists or coordinators (if applicable).

• Oversee the entire project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.

• Design and implement enhancements to the customer journey across both digital and physical touchpoints.

• Manage multiple ongoing projects, balancing daily execution with strategic priorities.

• Create and maintain CX program documentation, playbooks, and standard operating procedures.

• Identify, assess, and implement AI tools (e.g., chatbots, sentiment analysis, predictive routing, personalization engines) to elevate the customer experience.

• Collaborate with Product and Technology teams to integrate AI capabilities into customer-facing workflows.

• Analyze customer feedback, NPS, CSAT, CES, and behavioral data to identify experience gaps and opportunities.

⛳️ Requirements

• Experience in customer experience, customer success, or a closely related field.

• Familiarity with journey mapping, service design, or UX research methodologies.

• Knowledge of conversational AI, large language models (LLMs), or AI-powered CX platforms.

• Proven track record of executing CX projects from inception to completion.

• Demonstrated fluency in AI with practical experience utilizing AI tools to enhance customer-facing processes or experiences.

• Strong analytical capabilities and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.

• Excellent communication skills with the ability to influence stakeholders at all organizational levels.

• Experience leading or coordinating cross-functional teams or projects.

🏝️ Benefits

• Numerous wellbeing initiatives

• Shared parental leave

• Study assistance

• Sabbaticals