Sr. Manager Customer Experience & Service Enablement

Role Overview

The Sr. Manager Customer Experience & Service Enablement provides strategic leadership for the capabilities that shape and strengthen customer experience across the end-to-end customer journey. This leader oversees a multidisciplinary portfolio encompassing customer experience analytics, process optimization, customer success, digital systems administration, and customer resolution.

What You Will Do

Develop and execute the strategy for customer experience analytics, process optimization, customer success, digital systems, and complex issue resolution. Lead, develop, and mentor a multidisciplinary team, establishing clear priorities, accountability, succession plans, and development opportunities.

Why It Might Be a Fit

Proven experience building, developing, and leading high-performing teams, including managers and specialized individual contributors, with a strong emphasis on coaching, accountability, performance management, and succession planning.

Requirements

• 8+ years of progressive experience in customer service, customer experience, operations, analytics, process improvement, digital enablement, or related functions
• Leadership of multidisciplinary teams
• Experience working with a CRM system (e.g., Salesforce)
• Lean/Six Sigma certification is a plus

Benefits

• Competitive Pay
• Bonus Programs
• Retirement Savings – 401k with company match
• Medical, Dental, Vision, Well-being programs
• FSA/HSA availability
• Tuition Reimbursement
• Paid Time Off including vacation and sick time
• Company Paid Holidays and Floating Holidays
• Paid Parental Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Short Term and Long-Term Disability
• Life Insurance

Tagged as: Salesforce