Senior Manager, Customer Experience

Role Overview

The Senior Manager, Customer Experience will lead the CX processes, tools, and voice-of-customer channels to drive improvements forward, end to end. This role will be responsible for building frictionless operations and owning ambiguity as the function matures.

What You Will Do

The Senior Manager, Customer Experience will own and execute on a prioritized CX roadmap, drive cross-functional execution, and ensure priorities translate into delivered outcomes. They will also lead small operational teams focused on resolving complex issues customers encounter and turn recurring problems into root-cause fixes.

Why It Might Be a Fit

To succeed in this role, you should be passionate about building frictionless operations and comfortable owning ambiguity as we mature this function. You should also have 8+ years of experience leading customer experience or similar analytics- and insight-driven functions, with a demonstrated ability to scale a customer experience function.

Requirements

• 8+ years of experience leading customer experience or similar analytics- and insight-driven functions
• People leadership experience managing teams with distinct operational workstreams and disciplines
• A track record of standing up or running a structured insights-to-roadmap process
• Demonstrated success influencing roadmap prioritization across product, technology, or other functional leaders without direct authority over their teams’ resources
• Strong analytical skills, with the ability to size issues, use data to make prioritization calls, and communicate findings clearly to senior stakeholders