Manager, Customer Experience Design

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

📋 Description

• Oversee the CX Design practice and lead a team that transforms customer and operational insights into scalable journeys and actionable service blueprints.

• Create comprehensive support journeys encompassing self-service, AI, digital, voice, email, and human-assisted channels.

• Develop effective, safe, and measurable AI support solutions with appropriate escalation processes and human handoffs.

• Manage the Help Center and AI knowledge system as an integrated entity with defined ownership, quality standards, and analytical insights.

• Establish consistent CX Design methodologies, clear decision-making authority, and measurable cross-functional influence.

• Spearhead impactful CX transformation projects, including platform migrations, AI implementations, telephony upgrades, and Salesforce modifications, from initial scope to hypercare support.

• Supervise and mentor a team while actively engaging in service and conversation design.

⛳️ Requirements

• Proven ability to design and enhance intricate, cross-channel customer journeys and service blueprints.

• Proficient in converting qualitative and quantitative insights into prioritized action plans.

• Experience in leading AI-enabled support, automation, knowledge management, or customer service technology projects from problem identification to implementation.

• Strong skills in facilitation and stakeholder management.

• Successful history of managing cross-functional initiatives from initial discovery through to launch and ongoing improvements.

• Experience in people management or as a player-coach, guiding designers, analysts, specialists, or operations partners while remaining involved in hands-on tasks.

• Background in service design, product operations, or a related field within a dynamic, technical, and highly collaborative environment is advantageous.

• Authorization to work legally in the United States.

• Capability to fulfill FBI CJIS Security Policy requirements and acquire and maintain CJIS certification if necessary.

🏝️ Benefits

• Flock Stock Options.

• Commitment to equal employment opportunities in a diverse and respectful workplace.

• Provision of interview accommodations for applicants with disabilities.

• Base salary range adjusted based on job-related experience, education, training, and market indicators.