Senior Manager, Customer Experience in Abbeyville, Colorado at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Experience based in United States.

This is a senior leadership opportunity to build and scale a modern customer experience function within a fast-growing technology environment.
You will shape the processes, tools, and customer insight capabilities that enable a more proactive approach to CX.
The role combines strategic ownership with hands-on analysis, operational leadership, and cross-functional execution.
You will turn customer feedback, complaints, escalations, and behavioral signals into clear priorities and measurable improvements.
A key focus will be developing scalable service channels across human support, self-service, and automation.
You will influence product, engineering, marketing, and operational roadmaps while leading teams and navigating ambiguity.
This is an ideal role for a data-driven CX leader who thrives on transforming customer insight into business impact.

• Own and execute a prioritized customer experience roadmap covering process, technology, product, and marketing improvements, ensuring strategic priorities translate into measurable outcomes.
• Build a comprehensive Voice of Customer program by synthesizing customer feedback, complaints, escalations, surveys, and insights from across the organization into a clear and actionable point of view.
• Own and continuously improve the Voice of Customer platform, including taxonomy accuracy, reporting, data quality, and integration of new customer insight sources.
• Define and evolve the service channel strategy, determining the optimal balance of live support, self-service, and automation to deliver efficient and frictionless customer experiences.
• Lead customer experience operations teams, establishing the processes, systems, structures, and operating rhythms required to scale effectively.
• Partner with cross-functional stakeholders to develop and execute customer surveying strategies across relevant customer segments, including platform administration.
• Use CRM and support-platform data directly to validate reporting, identify trends, uncover customer pain points, and inform business decisions.
• Influence product, engineering, marketing, and other functional leaders to prioritize and execute initiatives that address customer needs, even without direct authority over their resources.
• Establish structured processes that connect customer insights to roadmap decisions, ensuring feedback consistently leads to prioritized and executed improvements.
• Drive continuous improvement across the customer journey, moving the organization from reactive issue resolution toward a proactive, insight-led customer experience engine.

• 8+ years of experience leading customer experience, customer insights, analytics, operations, or similarly data-driven functions, with a demonstrated ability to scale a CX organization.
• Proven experience building or managing a structured insights-to-roadmap process that transforms customer feedback into prioritized initiatives and delivered business outcomes.
• Demonstrated ability to influence product, engineering, marketing, and operational roadmaps without direct control over those teams or their resources.
• Strong hands-on data skills, including the ability to independently pull, analyze, and validate reporting from CRM, customer support, or other operational platforms.
• Experience owning or extensively using a Voice of Customer, customer feedback, or comparable customer insight platform as an ongoing strategic capability.
• Previous people leadership experience managing multi-function teams with distinct operational workstreams and areas of expertise.
• Strong strategic thinking combined with an execution-oriented mindset and the ability to translate ambiguous customer problems into practical solutions.
• Excellent communication, stakeholder management, and relationship-building skills, with the ability to influence senior leaders and collaborate effectively across functions.
• Comfortable operating in a fast-paced, evolving environment where processes and organizational structures are still being developed.
• Strong analytical, organizational, and problem-solving skills, with a customer-centric mindset and a passion for building frictionless experiences.

• Base salary: $122,000–$170,000 annually, with compensation determined by role, level, location, skills, experience, education, and training.
• Additional compensation may include bonus and equity, where applicable.
• Remote-friendly work environment supporting flexibility across the United States.
• Comprehensive employee benefits designed to support overall health and wellbeing.
• Opportunities to work at the intersection of customer experience, technology, analytics, and operations.
• Inclusive and collaborative workplace committed to diverse perspectives and equal opportunity.
• Reasonable accommodations are available for candidates and employees with disabilities.
• Candidates who do not meet every listed qualification are encouraged to apply if they bring relevant experience and are excited about the opportunity.