Senior Manager of Customer Experience Strategy

Job Description

• Design and implement a holistic Voice of Customer program across the business and entire customer journey • Own and monitor Customer Sentiment at a company level, working with cross-functional teams to implement feedback and continuously improve • Collaborate with customer care to understand common pain points, corroborate or redefine core customer policies, and continuously improve our ability to delight our customers • Analyze return, replacement, and cancellation data to identify trends and provide actionable recommendations to improve key metrics • Work cross-functionally to improve customer-facing tooling and self service capabilities • Support a wide range of strategic projects prioritized by the Customer Experience team

Qualifications

• 3-5 years of experience in management consulting, or customer experience strategy roles for a B2C company, preferably within a high growth environment • Proficient in SQL and ability to leverage data to form actionable insights • Passionate about the customer experience and advocating for the best result on behalf of our customers • Experience leading cross-functional projects and managing stakeholders effectively • Ability to think strategically and prioritize the highest impact activities in a fast-paced environment

Benefits

• $110,000 - $130,000 per year base salary • An annual bonus percentage that varies based on level of role • Employer matching (up to 3% of base salary) for company sponsored 401K plan