Senior Manager, Customer Experience

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

📋 Description

• Take ownership of and implement a prioritized customer experience (CX) roadmap that encompasses process, technology, product, and marketing enhancements.

• Facilitate cross-functional execution and ensure that priorities are successfully translated into measurable outcomes.

• Integrate customer insights derived from Voice of Customer data, complaints, escalations, and feedback from other leaders.

• Distill business signals into a clear, prioritized perspective.

• Manage the Voice of Customer platform, verify taxonomy accuracy, enhance reporting, and explore new data sources.

• Define and refine the service channel strategy, including live support, self-service, and automation.

• Lead CX operational teams and develop scalable systems, processes, and organizational structures.

• Collaborate with cross-functional teams on customer surveying strategies and oversee the platform across various customer segments.

• Extract and validate essential reporting directly from Salesforce and other platforms.

⛳️ Requirements

• Over 8 years of experience in leading customer experience or similar analytics/insight-driven roles.

• Proven ability to scale a customer experience function effectively.

• A history of establishing or managing a structured insights-to-roadmap process.

• Capability to convert customer feedback into prioritized, actionable work.

• Demonstrated success in influencing roadmap prioritization across product, engineering, or other functional leaders, even without direct authority.

• Practical experience in extracting and validating core reporting directly from CRM/support platforms.

• Familiarity with owning or extensively utilizing a Voice of Customer or similar insight platform.

• Leadership experience managing a multi-functional team with distinct operational workstreams and areas of expertise.

🏝️ Benefits

• Base salary ranging from $122,000 to $170,000 annually.

• Eligibility for a bonus.

• Equity opportunities.

• Comprehensive benefits.

• Details about US benefits are available on the company's careers page.

• A diverse, inclusive, and authentic workplace.

• An equal opportunity employer.