Senior Manager - Digital Customer Experience

About the Role

Key Responsibilities

• Lead the high-performing team responsible for driving Voice of Customer initiatives.
• Develop robust market insights for future customer-centric enhancements using Voice of Customer tools, market research, and benchmarking.
• Determine, implement, and optimize tools needed to effectively listen to and gather customer feedback.
• Influence prioritization of production support fixes and backlog based on VOC input.
• Leverage customer insights to work with product managers and refine product features, positioning, and prioritization.
• Collaborate with Digital Operations, Analytics, Tagging, Production Support, Digital Product Management teams, Call Centers, and other stakeholders.
• Drive continuous process improvements during product development to ensure proper performance and proactive issue detection.
• Develop and implement standard operating procedures for monitoring and alerts across the Digital product portfolio.
• Drive a shift to more proactive and early detection of issues versus reactive customer feedback or escalations.
• Develop measurement frameworks to baseline and track progress from reactive to proactive customer experience management.

Requirements

• 7+ years of experience with Digital Product Ownership/Management with Voice of the Customer / Customer Experience Management.
• 7+ years of experience in roles requiring strong verbal and written communication skills, engaging and influencing senior executives.
• 3+ years of experience with survey analysis tools such as Medallia, Qualtrics, Verint, and/or Quantum Metric.
• 2+ years of Performance Management, Leadership, or Team Lead experience.
• 3+ years of experience in roles requiring collaboration with key stakeholders and working cross-functionally.
• 1+ years of experience partnering with multiple groups (IT, Marketing, Product Management, Operations).
• 1+ years of experience synthesizing data from multiple sources, including primary and secondary, qualitative and quantitative.
• 1+ years of experience working with technical concepts, managing tradeoffs, and evaluating new ideas with internal and external partners.
• Advanced knowledge of Excel and PowerPoint.

Nice to Have

• Experience with HTML, Javascript, User Interface frameworks, and integration with backend APIs.
• Master's Degree.

Benefits & Perks

• Affordable medical plan options, a 401(k) plan (including matching), and an employee stock purchase plan.
• No-cost programs including wellness screenings, tobacco cessation, weight management, confidential counseling, and financial coaching.
• Benefit solutions such as paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, and retiree medical access.