Job TypeFull time
Summary of Position: The Manager, Digital Support Experience is responsible for defining and executing the digital customer support strategy across the product lifecycle. This role partners closely with Product, Engineering, Digital, Brand, Ecommerce, and Customer Care to deliver seamless digital experiences that improve customer satisfaction, increase self-service adoption, reduce customer effort, and drive operational efficiencies.
Leading a cross-functional team, this position oversees digital support platforms, knowledge management, content strategy, conversational AI, Voice of Customer programs, and customer journey optimization. The Sr. Manager leverages analytics and emerging technologies to transform customer insights into business improvements while influencing product design, digital experiences, and support strategies.
Responsibilities:- Develop and execute the Digital Support Experience strategy that improves customer satisfaction, increases digital self-service adoption, reduces customer effort, and delivers measurable business results.
- Own the digital support ecosystem, including support websites, knowledge management, content management systems (CMS), conversational AI, and self-service platforms, ensuring consistent and best-in-class customer experience.
- Lead Voice of Customer and customer journey initiatives by leveraging customer feedback, digital analytics, behavioral insights, and conversational analytics to identify friction points, recommend improvements, and influence product and support strategies.
- Partner cross-functionally with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care teams to integrate customer insights into product development, launch readiness, and ongoing customer experience improvements.
- Lead strategic digital initiatives by establishing roadmaps, managing priorities, overseeing project execution, and ensuring successful delivery of digital capabilities, content, and platform enhancements.
- Drive content strategy and governance to ensure support content is accurate, customer-centric, technically sound, and aligned with brand standards across all digital channels.
- Leverage analytics, AI, and automation technologies to optimize digital experiences, identify operational efficiencies, improve self-service performance, and provide executive-level insights and recommendations.
- Lead and develop the Digital Support Experience team, fostering collaboration, innovation, accountability, and continuous improvement while building organizational capability.
Qualifications:- Bachelor's degree in Business Administration, Marketing, Customer Experience, Information Technology, or related field, or equivalent experience.
- Experience leading digital customer experience strategies across customer support, ecommerce, mobile, or connected product environments.
- Demonstrated experience applying customer journey mapping, Voice of Customer programs, UX principles, and digital content strategies to improve customer experiences.
- Experience implementing and optimizing digital support technologies, including knowledge management systems, CMS platforms, conversational AI, automation, and analytics solutions.
- Strong analytical skills with the ability to translate customer insights into strategic business recommendations and influence senior leadership.
- Proven project and program management experience leading cross-functional initiatives from strategy through implementation.
- Experience leading, coaching, and developing high-performing teams.
- Excellent communication, collaboration, organizational, and problem-solving skills with the ability to influence stakeholders across multiple business functions.
- Advanced knowledge of Jira, Microsoft 365, CMS platforms and other task/project management platforms.
Accountabilities:- Deliver measurable improvements in customer satisfaction, customer effort, and digital support experience metrics.
- Increase customer adoption and effectiveness of digital self-service while reducing assisted support contacts.
- Deliver operational efficiencies through digital innovation, automation, and AI-enabled customer experiences.
- Provide actionable customer insights that influence product development, customer experience, and business decisions.
- Successfully execute the Digital Support Experience roadmap through effective project leadership and cross-functional collaboration.
- Communicate performance, opportunities, risks, and strategic recommendations to executive leadership and key stakeholders.
Key Success Metrics:- Self-service adoption
- Customer Satisfaction (CSAT)
- Contact deflection
- Knowledge quality
- Digital engagement
Relationships:- Reports to the Director of Customer Care
- Member of the Knoxville Customer Care Leadership Team
- Partners closely with Product Management, Engineering, Digital, Ecommerce, Brand, Marketing, UX, Creative Services, and Customer Care Leadership
- Manage relationships with external technology partners and digital solution vendors
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BENEFITS:Working for PetSafe Brands definitely has its benefits. We offer a collaborative and creative team-oriented work environment where we encourage you to take risks to learn and grow! We offer a competitive benefits package including medical, dental, vision, and 401K match. In addition we offer a rich wellness program which includes an onsite health clinic, workout facility and of course, we encourage you to bring your dog to work, which is our whole reason for what we do!
