Senior Manager, Customer Experience

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Define and steer the strategy and vision for Consumer resolutions and crucial partnerships, ensuring alignment with both short- and long-term objectives.

• Lead the strategic initiatives for C&R resolutions.

• Take ownership of significant business outcomes and present results to leadership, while empowering your team to advance in their careers.

• Manage and spearhead large-scale, multi-organizational projects that create substantial impacts across the business, aligning various stakeholders and ensuring comprehensive execution.

• Analyze complex problems, determine root causes, and implement scalable solutions.

• Collaborate with cross-functional teams (e.g., Product, Engineering, Analytics, Operations) to achieve alignment and desired results.

• Leverage data and insights to uncover opportunities, guide decision-making, and enhance performance.

• Communicate proficiently with senior leadership, influencing choices and fostering alignment.

• Build and nurture a high-performing team, mentoring individuals to advance to higher-level positions.

• Promote a dynamic, accountable, and collaborative team culture.

⛳️ Requirements

• Over 8 years of experience in strategy, management consulting, product management, or a related area.

• Demonstrated success in leading cross-functional initiatives and achieving results.

• Strong problem-solving abilities, capable of dissecting complex, ambiguous challenges and driving effective solutions.

• Highly analytical, comfortable utilizing data to inform decisions (e.g., SQL, Excel, or comparable tools).

• Experience in managing and developing teams of two or more individuals, including coaching and building leadership capacity.

• Excellent interpersonal and relationship-building skills, with the capacity to influence at all organizational levels.

• A proactive mindset, adaptable, and able to pivot swiftly as new information arises.

• Customer-centric and consistently focused on optimizing overall business and user outcomes.

🏝️ Benefits

• 401(k) plan with employer matching.

• 16 weeks of paid parental leave.

• Wellness benefits.

• Commuter benefits match.

• Paid time off.

• Paid sick leave in accordance with applicable laws.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 11 paid holidays.

• Disability insurance.

• Basic life insurance.

• Family-forming assistance.

• Mental health program.