Manager of Customer Experience

Role Overview

The Manager of Customer Experience leads customer experience operations, overseeing staff, streamlining procedures, and ensuring efficient workflows. This role develops and executes strategies that enhance the end-to-end customer journey, improve customer satisfaction, and strengthen customer loyalty and retention.

What You Will Do

Develop and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention. Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows.

Why It Might Be a Fit

You translate customer experience goals into clear, actionable plans. You communicate effectively at all levels, tailoring your approach and message to the audience. You provide clear direction and support to team members within established company policies.

Requirements

• 5+ years of relevant experience, preferably including supervisory experience, with a Bachelor’s degree or equivalent
• Advanced knowledge of customer experience management principles, customer journey mapping, and service design methodologies
• Knowledge of customer satisfaction measurement tools, customer feedback programs, and customer analytics
• Financial literacy to manage budgets and evaluate team ROI
• Ability to lead a team of professionals and provide effective performance coaching

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs