Senior Manager, Customer Experience

New

Workplace type: Remote; based in the United States.Full-TimeManager

SalaryAnnual compensation ranging from $145,000 to $190,000, depending on experience and qualifications.

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Job Details

Experience: At least 10 years of experience in customer support or customer experience, including 5 or more years in leadership positions, with demonstrated experience managing managers.
Required Skills: Quality AssuranceStakeholder managementZendesk

At least 10 years of experience in customer support or customer experience.
At least 5 years in leadership positions, including experience managing managers.
Experience building or significantly scaling customer support or experience organizations.
Practical experience implementing AI-powered solutions and automation in customer support operations.
Ability to develop long-term strategies, establish measurable objectives, and own operational performance.
Experience with customer experience metrics, operational reporting, service quality, resource planning, and cost optimization.
Ability to manage priorities across multiple products, partners, and teams.
Experience managing white-labeled support operations or B2B2C service models is an advantage.
Fintech, financial services, payments, or related industry experience is an advantage.
Advanced Zendesk proficiency, including administration, configuration, and optimization, is an advantage.
Experience with distributed teams, outsourced support operations, or BPO providers is an advantage.
Early-stage startup or hyper-growth organization experience is an advantage.

Develop and own the long-term customer experience strategy across products and partner ecosystems.
Build, manage, and expand the customer experience organization, including recruiting and coaching support managers.
Oversee customer experience metrics, service quality, response and resolution times, and cost-to-serve.
Report performance and resource requirements to executive leadership.
Represent customer needs in strategic partner reviews and executive discussions.
Collaborate with Product, Engineering, Risk, and Compliance teams to address recurring customer challenges.
Manage the customer experience technology ecosystem, including Zendesk and related support tools.
Lead AI, automation, and self-service initiatives to streamline customer interactions.
Oversee workforce planning, budget management, and relationships with external service providers and BPO partners.
Design support processes, operational playbooks, quality assurance programs, and performance standards.

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