Senior Manager, Customer Experience
J
JobgetherCustomer Experience
Based in United StatesFull-TimeManager
Salary$122,000–$170,000 annually
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Job Details
- Experience
- 8+ years
- Required Skills
- Operations ManagementStakeholder managementCRMData analytics
Requirements
- 8+ years of experience leading customer experience, customer insights, analytics, or operations.
- Proven experience building or managing a structured insights-to-roadmap process.
- Demonstrated ability to influence product, engineering, marketing, and operational roadmaps.
- Strong hands-on data skills for pulling, analyzing, and validating reporting from CRM and support platforms.
- Experience owning or using a Voice of Customer or comparable customer insight platform.
- Previous people leadership experience managing multi-function teams.
- Strong strategic thinking combined with an execution-oriented mindset.
- Excellent communication and stakeholder management skills.
- Experience operating in a fast-paced, evolving environment.
Responsibilities
- Own and execute a prioritized customer experience roadmap covering process, technology, product, and marketing improvements.
- Build a comprehensive Voice of Customer program by synthesizing customer feedback, complaints, and surveys into actionable insights.
- Manage and improve the Voice of Customer platform, ensuring data quality and accurate reporting.
- Define the service channel strategy to balance live support, self-service, and automation.
- Lead customer experience operations teams and establish processes to scale effectively.
- Use CRM and support-platform data to identify trends and uncover customer pain points.
- Influence product, engineering, and marketing leadership to prioritize initiatives that address customer needs.
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