Senior Manager, Customer Experience

📋 Description

• Own and execute a prioritized CX roadmap across process, tech, product, and marketing for
• Build a Voice of Customer program; synthesize feedback across the org into actionable insights.
• Own and improve the Voice of Customer platform, including data quality and integrations.
• Define service channel strategy balancing live support, self-service, and automation.
• Lead CX operations teams and establish operating rhythms to scale.
• Partner with stakeholders to develop customer surveying across segments and platforms.

🎯 Requirements

• 8+ years leading customer experience, insights, analytics, or similar data-driven functions with
• Proven ability to implement an insights-to-roadmap process translating feedback into initiatives
• Ability to influence roadmaps without direct control over teams/resources.
• Strong data skills to pull, analyze, and validate reporting from CRM or support platforms.
• Experience owning Voice of Customer or equivalent insight platforms as a strategic capability.
• Previous people leadership across multifunction teams with distinct workstreams.

🎁 Benefits

• Base salary: $122,000–$170,000 annually, with location and experience influencing compensation.
• Bonus and equity where applicable.
• Remote-friendly work environment supporting flexibility across the United States.
• Comprehensive benefits for health and wellbeing.
• Opportunities at the intersection of CX, technology, analytics, and ops.
• Inclusive workplace with diverse perspectives and equal opportunity.