The ProblemFlock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels, and as our services expand, aligning these channels into one cohesive journey is critical. Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales. You'll lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.
What You'll Own- Support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly.
- AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.
- A Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics.
- A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.
- Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare.
What This Role is Not- This isn't an individual-contributor design role, you'll manage and coach a team while remaining hands-on with service and conversation design.
- This isn't a pure operations or QA role, your focus is designing and governing the experience rather than running daily queues or support metrics reporting.
What You Bring- Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints, translating qualitative and quantitative insight into prioritized roadmaps.
- Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout.
- Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement.
- People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on.
- Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome.
CompensationIn this role, you'll receive a starting salary between $100,000 and $120,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.
