Senior Manager, Customer Experience Insights

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

📋 Description

• Lead and enhance the operating model of the Customer Experience Insights team throughout the product lifecycle.

• Create scalable processes for gathering, synthesizing, and operationalizing user feedback.

• Establish standards for generating user insights, categorizing feedback, reporting, and managing knowledge.

• Develop frameworks that convert user feedback into prioritized product recommendations.

• Mentor and develop Senior Customer Experience Insights Analysts.

• Set up operating rhythms, quality benchmarks, and development plans.

• Collaborate with Product, Engineering, and Growth Marketing teams throughout the product lifecycle.

• Supply user intelligence for product discovery, roadmap prioritization, solution design, launch readiness, and post-release assessment.

• Champion user investments using quantitative data and operational metrics.

• Define success metrics that link user experience enhancements to business outcomes.

• Assess product releases concerning user effort, support demand, operational costs, adoption, engagement, and satisfaction results.

• Establish processes for closed-loop feedback.

• Create and maintain a centralized knowledge base for user intelligence.

• Document recurring user behaviors, historical product insights, and emerging trends.

• Utilize AI and advanced analytics to enhance insight generation and scale the CXI capability.

• Showcase Support Operations' role in driving product innovation.

⛳️ Requirements

• Over 8 years of experience in Product Operations, Product Management, Customer Experience, Customer Insights, Business Strategy, Support Operations, Consulting, or a related area.

• At least 3 years of experience in leading high-performing teams and nurturing talent.

• Proven track record in building programs, operating models, or team capabilities from inception to execution.

• Experience in influencing product strategy and making cross-functional decisions without direct ownership of the roadmap.

• Excellent communication, facilitation, and stakeholder management abilities with senior-level stakeholders.

• Demonstrated ability to combine qualitative user feedback with quantitative business data to inform strategic decisions.

• Experience in leading cross-functional initiatives involving Product, Engineering, and Growth Marketing teams.

• Background in consumer technology, fintech, marketplace, or rapidly growing digital businesses.

• Experience managing Voice of Customer, Product Operations, Customer Experience, or Customer Insights teams.

• Strong proficiency in SQL, business intelligence platforms, product analytics tools, and User Support technologies.

• Experience utilizing AI and automation to analyze user feedback and enhance operational efficiency.

🏝️ Benefits

• Equity for full-time employees.

• 401(k) matching dollar for dollar up to 4% of eligible pay.

• Comprehensive medical, dental, and vision plans, including coverage for pets.

• $10,000 per year in continuing education reimbursement.

• Participation in Employee Resource Groups and the Inclusion Council.

• Flexible PTO policy.

• 9 paid holidays.

• A week-long break at the end of the year.

• 14 weeks of fully paid parental leave.

• 6 additional weeks of paid childbirth recovery leave for birthing parents.

• Flexible return-to-work schedule.

• One-time $2,000 Calvin Care Cash incentive for new family members.

• Flexible work environment, including fully remote work from anywhere in the US for US-based roles.

• Provision of hardware and software for home working.