Senior Manager, Customer Experience

This is a fully remote position, open to applicants in United States, +2 more countries.

📋 Description

• Lead the Customer Experience Transformation Office, focusing on customer and partner feedback, churn insights, customer journey, engagement strategies, performance, and results measurement.

• Manage a global team comprising customer experience program managers, analysts, and members of the Customer Journey Center of Excellence.

• Oversee the Voice of Customer portfolio, which includes NPS and EoDB programs, managing everything from survey governance to analysis, reporting, and action planning.

• Oversee the Voice of Partner program and facilitate enhancements to partner-facing processes.

• Develop capabilities for churn analysis and insights to identify attrition drivers, emerging risks, and to inform retention strategies.

• Supervise the Customer Journey Center of Excellence, focusing on journey mapping, friction-point analysis, governance, and prioritization of cross-functional improvements.

• Create customer engagement programs and performance metrics aimed at boosting adoption and participation.

• Convert customer, partner, journey, and churn data into insights and recommendations suitable for executive presentation.

• Collaborate with management, team members, and cross-departmental stakeholders to establish and coordinate shared goals.

• Manage strategic planning and oversight of projects and programs, balancing scope, time, cost, quality, and risk.

• Provide managerial direction and communicate quality metrics, holding direct reports accountable for performance standards.

• Oversee functions related to hiring, compensation management, employment relations, and employee terminations.

• Coach and develop team members, identify future leaders, and act as an escalation point to eliminate obstacles.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• Generally, 5–7 years of experience in customer experience, Voice of Customer, customer insights, Customer Success, or a related field.

• Proven experience in leading teams.

• Experience managing and guiding a global or geographically distributed team.

• Proficiency in designing and overseeing Voice of Customer programs, including NPS, CSAT, Customer Effort Scoring, or Ease of Doing Business.

• Experience in analyzing churn, retention, customer health, or related customer data and transforming findings into actionable business recommendations.

• Background in developing customer journey maps, journey management programs, or related customer experience frameworks.

• Experience in coordinating complex, cross-functional programs in a business-to-business software or SaaS environment.

• Ability to influence stakeholders, build consensus, escalate program issues, and manage project risks effectively.

• Exceptional analytical, critical thinking, and problem-solving abilities.

• Excellent oral and written communication skills, along with executive presence, discretion, and tact.

• Familiarity with customer engagement, survey, and feedback management platforms.

• Customer experience certification, such as Certified Customer Experience Professional (CCXP).

• Demonstrated fiscal responsibility and accountability in managing team budgets.

• Strong business and technology acumen with a robust customer service orientation.

• Capability to coach, mentor, and provide timely, constructive feedback to team members.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Inclusive workplace.

• Employee initiatives and community giving campaigns.