Service Design Manager

📋 Description

• Own and evolve end-to-end journey maps for Account and Membership drivers
• Design and optimize contact center workflows and escalation across channels
• Apply service design and human-centered methods to re-engineer processes
• Partner with Product/Tech to translate pain points into platform improvements and AI deflection
• Develop SOPs and knowledge base to enable MSAs to resolve efficiently
• Track KPIs (MSAT, CPC, AHT, Resolution Time) and drive performance

🎯 Requirements

• Over 10 years in CX design, service design, or contact center ops
• Hands-on contact center experience with tech stacks, WFM, omnichannel
• Expertise in journey mapping, service blueprinting, and human-centered design
• Proven track record delivering MSAT gains, efficiency, and cost reductions
• Strong analytical skills turning data into actionable insights
• Salesforce Service Cloud or similar enterprise CRM experience

🎁 Benefits

• Medical, dental and vision insurance
• Generous paid time off
• 401k, tuition reimbursement, and student loan paydown
• Employee Stock Purchase Plan
• Fertility/adoption support and paid parental leave
• Free Peloton Digital App and apparel discounts