Senior Manager, Customer Experience

📋 Description

• Lead the CX roadmap across process, technology, product, and marketing-driven improvements.
• Drive cross-functional execution to translate priorities into outcomes.
• Aggregate customer insights from VOC data, complaints, and leadership input.
• Own the VOC platform — validate taxonomy, evolve reporting, find new data sources.
• Define service channel strategy: live support, self-service, and automation mix.
• Lead CX operations teams and scalable systems and processes.

🎯 Requirements

• 8+ years leading CX or analytics-driven functions with scaling impact.
• Structured insights-to-roadmap process from feedback to work.
• Influence roadmaps across product/engineering without direct authority.
• Hands-on with data: pull/validate reports from CRM/support platforms.
• Experience owning or using a VOC platform as a core responsibility.
• People leadership of a multi-function team with clear workstreams.

🎁 Benefits

• Salary: see US base range in posting; benefits details at Ethos careers.