OverviewSenior Manager, Customer Experience
Location: US | India | Portugal Work Model: Remote
About the Role
The Senior Manager, Customer Experience is responsible for leading the Customer Experience Transformation Office, including execution of customer and partner feedback, churn insights, customer journey, and engagement strategies, performance, and measuring results. This position manages a global team of customer experience program managers, analysts, and Customer Journey Center of Excellence team members who translate customer and partner insights into measurable experience improvements.
Here's What You'll Do
- Oversee the Voice of Customer (VoC) portfolio, including Net Promoter Score and Ease of Doing Business (EoDB) programs, from survey governance through analysis, reporting, and action planning; oversee the Voice of Partner program to gather partner feedback, identify experience opportunities, and coordinate improvements to partner-facing processes
- Develop churn analysis and insight capabilities that identify attrition drivers and emerging risks and inform customer retention strategies; oversee the Customer Journey Center of Excellence, including journey mapping, friction-point analysis, governance, and prioritization of cross-functional improvements
- Develop customer engagement programs and performance measures that improve adoption and participation across customer segments; translate customer, partner, journey, and churn data into executive-ready insights and recommendations that influence business priorities and decisions
- Collaborate with management, team members, and cross-departmental stakeholders in the creation and coordination of mutual goals; manage the strategic planning and oversight of all projects and programs to an acceptable level of risk by balancing scope, time, cost, and quality
- Provide managerial direction and develop and communicate quality metrics for the team; measure and hold direct reports accountable for meeting defined performance standards; oversee all Human Resources-related managerial functions including hiring, compensation management, employment relations, and termination of employees
- Oversee the development of team members; provide coaching through personal growth in functional expertise, communication skills, and the ability to effectively interact with clients and peers; assist with identifying and developing future leaders; serve as an escalation point for issues and remove obstacles for the team
Technology Tools
- Qualtrics XM
- Microsoft Outlook
Role Essentials
- Bachelor's degree or equivalent experience; typically 5 67 years of experience in customer experience, Voice of Customer, customer insights, Customer Success, or a related field, including experience leading people; experience managing and leading a global or geographically distributed team
- Experience designing and managing Voice of Customer programs, including relationship and transactional feedback programs such as NPS, CSAT, Customer Effort Scoring, or Ease of Doing Business
- Experience analyzing churn, retention, customer health, or related customer data and translating findings into actionable business recommendations; experience developing customer journey maps, journey management programs, or related customer experience frameworks
- Experience coordinating complex, cross-functional programs in a business-to-business software or SaaS environment; outstanding ability to influence stakeholders, establish consensus, escalate program issues, and manage project risks
- Outstanding analytical, critical thinking, and problem-solving skills; outstanding oral and written communication skills that demonstrate executive presence and the ability to interact with others with discretion and tact
What We'd Like to See
- Experience with customer engagement, survey, and feedback management platforms; Qualtrics XM experience strongly preferred
- Customer experience certification, such as Certified Customer Experience Professional (CCXP)
- Demonstrated fiscal responsibility and accountability in managing team budgets
- Outstanding business and technology acumen with a strong customer service orientation
- Demonstrated ability to coach, mentor, and provide timely, constructive feedback to team members at varying stages of development
