Summary:The Senior Manager, Customer Experience Product supports the development and execution of customer service and experience products, including CRM workflows, case management, IVR routing, self-service capabilities, and knowledge management.
Reporting into the Customer Experience Product leadership team, this role partners closely with operations, technology, digital commerce, and customer care to deliver impactful product enhancements. You will translate customer pain points and service data into clear requirements, support backlog prioritization, and drive execution to reduce handle time, improve first contact resolution, and enhance the overall customer experience while maintaining operational efficiency.
Responsibilities- Support execution of the Customer Experience Product roadmap across phone, chat, email, and web channels to improve reliability and customer satisfaction
- Translate customer insights and service data into user stories, requirements, and acceptance criteria
- Help design and optimize CRM case management workflows, including assignment rules, escalations, and knowledge base improvements
- Contribute to self-service capabilities (order tracking, returns, FAQs) and IVR routing updates to improve resolution and reduce contacts
- Partner cross-functionally with technology, operations, and customer care to support releases and remove roadblocks
- Analyze key service metrics (CSAT, NPS, first contact resolution, handle time, cost per contact) to identify opportunities and measure impact
- Assist in mapping customer journeys and identifying process improvements across the service experience
- Support testing efforts, UAT, and launch readiness to ensure smooth product rollouts
- Drive continuous improvement by streamlining workflows and supporting standardized processes
- Develop release notes, training materials, and support change management efforts to drive adoption
Qualifications RequiredEducation- Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent experience
Experience- 4-7 years of experience in product management or customer experience/service product roles
- Experience supporting improvements to CRM workflows, case management, IVR routing, or self-service capabilities
- Strong analytical skills with experience using data tools (SQL or advanced Excel) and dashboards (Tableau or Power BI)
- Understanding of contact center operations, including queues, escalations, and service workflows
- Experience working cross-functionally to support product delivery and releases
- Experience with CRM platforms such as Salesforce Service Cloud or Zendesk
- Familiarity with contact center/IVR platforms (Genesys, NICE, Avaya, Cisco)
- Experience with Agile tools such as Jira and Confluence
- Working knowledge of integrations (APIs, data flows, system connectivity)
Additional Qualifications (Preferred)- Hands-on experience with IVR routing updates and call flow design
- Background supporting high-volume, omnichannel customer care environments
- Experience improving self-service and digital support tools
- Exposure to continuous improvement methodologies (Lean, Six Sigma, ITIL)
- Experience supporting pilot programs or testing service improvements
Work Environment:This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation. The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment (PPE) such as safety glasses and steel-toed boots. The fast-paced environment involves time-sensitive and safety sensitive operations and may include various shift schedules to support production and distribution needs.
Benefits We Offer:- Health, Dental, Vision, Employee Assistance Program
- Paid Time Off; increases with years of service
- Generous Employee Discount on home furnishings
- Professional Development Opportunities
- Tuition Assistance
- Ashley Wellness Centers (location specific)
- 401(k) and Profit Sharing
- Life Insurance
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