Senior Manager, Customer Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Experience based in United States.

This is a senior leadership opportunity to build and scale a modern customer experience function within a fast-growing technology environment. You will shape the processes, tools, and customer insight capabilities that enable a more proactive approach to CX. The role combines strategic ownership with hands-on analysis, operational leadership, and cross-functional execution. You will turn customer feedback, complaints, escalations, and behavioral signals into clear priorities and measurable improvements. A key focus will be developing scalable service channels across human support, self-service, and automation. You will influence product, engineering, marketing, and operational roadmaps while leading teams and navigating ambiguity. This is an ideal role for a data-driven CX leader who thrives on transforming customer insight into business impact.

Accountabilities:: Own and execute a prioritized customer experience roadmap covering process, technology, product, and marketing improvements, ensuring strategic priorities translate into measurable outcomes.

Build a comprehensive Voice of Customer program by synthesizing customer feedback, complaints, escalations, surveys, and insights from across the organization into a clear and actionable point of view.

Own and continuously improve the Voice of Customer platform, including taxonomy accuracy, reporting, data quality, and integration of new customer insight sources.

Define and evolve the service channel strategy, determining the optimal balance of live support, self-service, and automation to deliver efficient and frictionless customer experiences.

Lead customer experience operations teams, establishing the processes, systems, structures, and operating rhythms required to scale effectively.

Partner with cross-functional stakeholders to develop and execute customer surveying strategies across relevant customer segments, including platform administration.

Use CRM and support-platform data directly to validate reporting, identify trends, uncover customer pain points, and inform business decisions.

Influence product, engineering, marketing, and other functional leaders to prioritize and execute initiatives that address customer needs, even without direct authority over their resources.

Establish structured processes that connect customer insights to roadmap decisions, ensuring feedback consistently leads to prioritized and executed improvements.

Drive continuous improvement across the customer journey, moving the organization from reactive issue resolution toward a proactive, insight-led customer experience engine.

Requirements:

8+ years of experience leading customer experience, customer insights, analytics, operations, or similarly data-driven functions, with a demonstrated ability to scale a CX organization.

Proven experience building or managing a structured insights-to-roadmap process that transforms customer feedback into prioritized initiatives and delivered business outcomes.

Demonstrated ability to influence product, engineering, marketing, and operational roadmaps without direct control over those teams or their resources.

Strong hands-on data skills, including the ability to independently pull, analyze, and validate reporting from CRM, customer support, or other operational platforms.

Experience owning or extensively using a Voice of Customer, customer feedback, or comparable customer insight platform as an ongoing strategic capability.

Previous people leadership experience managing multi-function teams with distinct operational workstreams and areas of expertise.

Strong strategic thinking combined with an execution-oriented mindset and the ability to translate ambiguous customer problems into practical solutions.

Excellent communication, stakeholder management, and relationship-building skills, with the ability to influence senior leaders and collaborate effectively across functions.

Comfortable operating in a fast-paced, evolving environment where processes and organizational structures are still being developed.

Strong analytical, organizational, and problem-solving skills, with a customer-centric mindset and a passion for building frictionless experiences.

Benefits:

Base salary: $122,000–$170,000 annually, with compensation determined by role, level, location, skills, experience, education, and training.

Additional compensation may include bonus and equity , where applicable.

Remote-friendly work environment supporting flexibility across the United States.

Comprehensive employee benefits designed to support overall health and wellbeing.

Opportunities to work at the intersection of customer experience, technology, analytics, and operations .

Inclusive and collaborative workplace committed to diverse perspectives and equal opportunity.

Reasonable accommodations are available for candidates and employees with disabilities.

Candidates who do not meet every listed qualification are encouraged to apply if they bring relevant experience and are excited about the opportunity.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1