Senior Manager, Customer Experience

About the role

We're looking for a leader who can build the CX processes, tools, and voice-of-customer channels we need to move from reactive problem-solving to a proactive customer experience engine: one that consistently identifies where we're falling short and drives improvements forward, end to end. To succeed in this role, you should be passionate about building frictionless operations and comfortable owning ambiguity as we mature this function.

What you'll do

• Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements
• Own end-to-end synthesis of customer insight across Voice of Customer data, complaints, escalations, and input from other leaders
• Own our Voice of Customer platform, validating taxonomy accuracy, evolving reporting, and identifying new data sources that should feed the system
• Lead small operational teams focused on resolving complex issues customers encounter and turn recurring problems into root-cause fixes
• Align process, reporting, and insights from operations across stakeholders

What you need

• Escalation handling
• Communication