Customer Experience Manager
Role & Mission
We are seeking a Customer Experience Manager to elevate the quality of our customer-facing interactions across both AI-powered and human-assisted channels. This role combines team leadership in Customer Experience and customer satisfaction insights.
You will lead a team of QA analysts, leverage & train AI tools to audit and score customer interactions, and ensure actionable insights are translated into improved performance and customer outcomes. Your leadership will foster a 'customer-obsessed culture' while developing ICs into high-performing, cross-functional partners. This role is ideal for someone who thrives at the intersection of customer advocacy, operational rigor, and AI-powered quality management
Requirements
4–6 years in Customer Experience, Quality Assurance, for SaaS/tech roles
3+ years in a leadership role managing CX teams.
Demonstrated experience implementing or scaling AI-driven QA and interaction audit tools
Strong data analysis and reporting skills (Excel, dashboards, BI tools)
Excellent communication and storytelling skills, with the ability to influence cross-functional partners and executives.
Skilled in QA platforms, analytics dashboards, and conversational analysis tools.
Competences
Coaching & Team Development:
- Conduct weekly 1:1s to drive growth, calibrate scoring, and align priorities. - Lead team meetings, cross-functional syncs, and QA calibration sessions. - Foster a recognition-based, feedback-driven culture grounded in customer obsession. - Support onboarding, training, and enablement of new QA and CX team members.
Operational Ownership:
- Own QA framework for auditing AI and human interactions across support channels. - Use AI-driven tools to analyze conversations, surface trends, and improve scoring accuracy. - Track and report on KPIs including CSAT, QA scores, and actionable coaching insights. - Lead systemic improvement projects to strengthen customer satisfaction and reduce friction.
Quality Program Leadership:
- Establish and refine QA rubrics, standards, and calibration processes. - Ensure consistent and fair evaluation of interactions, with a focus on customer outcomes. - Drive insights from CSAT and QA results into coaching, product, and process improvements. - Maintain rapid SLA for reporting QA outcomes and escalating systemic issues.
Strategic Collaboration:
- Partner with Support, Product, and Engineering teams to translate QA findings into customer experience improvements. - Serve as the escalation point for QA-related concerns and ensure clear, consistent communication of trends. - Provide leadership updates and insights that inform OKRs and strategic decisions. - Drive proactive feedback loops across CX, CS, and Enablement teams.
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Customer Experience Manager
Role & Mission
We are seeking a Customer Experience Manager to elevate the quality of our customer-facing interactions across both AI-powered and human-assisted channels. This role combines team leadership in Customer Experience and customer satisfaction insights.
You will lead a team of QA analysts, leverage & train AI tools to audit and score customer interactions, and ensure actionable insights are translated into improved performance and customer outcomes. Your leadership will foster a 'customer-obsessed culture' while developing ICs into high-performing, cross-functional partners. This role is ideal for someone who thrives at the intersection of customer advocacy, operational rigor, and AI-powered quality management
Requirements
4–6 years in Customer Experience, Quality Assurance, for SaaS/tech roles
3+ years in a leadership role managing CX teams.
Demonstrated experience implementing or scaling AI-driven QA and interaction audit tools
Strong data analysis and reporting skills (Excel, dashboards, BI tools)
Excellent communication and storytelling skills, with the ability to influence cross-functional partners and executives.
Skilled in QA platforms, analytics dashboards, and conversational analysis tools.
Competences
Coaching & Team Development:
- Conduct weekly 1:1s to drive growth, calibrate scoring, and align priorities. - Lead team meetings, cross-functional syncs, and QA calibration sessions. - Foster a recognition-based, feedback-driven culture grounded in customer obsession. - Support onboarding, training, and enablement of new QA and CX team members.
Operational Ownership:
- Own QA framework for auditing AI and human interactions across support channels. - Use AI-driven tools to analyze conversations, surface trends, and improve scoring accuracy. - Track and report on KPIs including CSAT, QA scores, and actionable coaching insights. - Lead systemic improvement projects to strengthen customer satisfaction and reduce friction.
Quality Program Leadership:
- Establish and refine QA rubrics, standards, and calibration processes. - Ensure consistent and fair evaluation of interactions, with a focus on customer outcomes. - Drive insights from CSAT and QA results into coaching, product, and process improvements. - Maintain rapid SLA for reporting QA outcomes and escalating systemic issues.
Strategic Collaboration:
- Partner with Support, Product, and Engineering teams to translate QA findings into customer experience improvements. - Serve as the escalation point for QA-related concerns and ensure clear, consistent communication of trends. - Provide leadership updates and insights that inform OKRs and strategic decisions. - Drive proactive feedback loops across CX, CS, and Enablement teams.