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United States
Hybrid
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 the United States.
We are seeking an experienced Senior Manager, Customer Experience to lead and scale a customer support organization within a fast-growing fintech environment. In this strategic leadership role, you will define the vision, build the operational framework, and oversee the delivery of exceptional customer experiences across multiple products and partner platforms. You will lead a growing team, develop scalable support processes, and leverage AI and automation to improve service quality and operational efficiency. Working closely with Product, Engineering, Risk, and Compliance teams, you will transform customer insights into meaningful product and process improvements. You will also own key performance indicators, manage strategic partnerships, and report directly to executive leadership. This is an exciting opportunity to shape a high-impact customer experience function while supporting the growth and success of millions of small businesses.
Define Customer Experience Strategy: Develop and own the long-term customer experience vision and strategy across multiple products and partner ecosystems. Establish service standards, performance expectations, and scalable operating models that support business growth.
Lead and Develop the CX Organization: Build, manage, and expand a multi-layered customer experience team. Recruit and coach support managers, define organizational structures, establish career development opportunities, and lead effectively through management teams.
Own Performance and KPIs: Oversee customer experience performance metrics, including customer satisfaction (CSAT), response and resolution times, service quality, and cost-to-serve. Monitor results, identify improvement opportunities, and communicate performance and resource requirements to executive leadership.
Manage Strategic Partnerships and Stakeholders: Act as the senior customer experience contact for strategic partners. Represent customer needs during business reviews and executive discussions while ensuring that white-labeled support services consistently meet partner expectations.
Drive Cross-Functional Collaboration: Work closely with Product, Engineering, Risk, and Compliance teams to identify recurring customer challenges, influence product development priorities, and implement sustainable solutions that improve the overall customer experience.
Oversee Operations, Technology, and Vendors: Manage the customer experience technology ecosystem, including Zendesk and related support tools. Lead AI and automation initiatives, workforce planning, budget management, and relationships with external service providers and Business Process Outsourcing (BPO) partners.
Build Scalable Processes and Quality Frameworks: Design and implement support processes, operational playbooks, quality assurance programs, and performance standards that improve efficiency, reduce resolution times, and maintain consistently high service quality.
Implement AI and Automation Solutions: Identify opportunities to use artificial intelligence, automation, and self-service capabilities to streamline customer interactions, resolve routine inquiries faster, and enable support teams to focus on more complex customer needs.
Extensive Customer Experience Leadership: At least 10 years of experience in customer support or customer experience, including 5 or more years in leadership positions, with demonstrated experience managing managers.
Organizational Development and Scaling: Proven track record of building or significantly scaling customer support or experience organizations, ideally within a rapidly growing business or startup environment.
AI and Automation Expertise: Practical experience implementing AI-powered solutions and automation to improve customer support operations, reduce repetitive inquiries, accelerate issue resolution, and enhance service quality without compromising customer relationships.
Strategic and Operational Leadership: Ability to develop long-term strategies, establish measurable objectives, own operational performance, and move effectively between executive-level planning and hands-on problem-solving.
Performance Management and Analytical Skills: Strong understanding of customer experience metrics, operational reporting, service quality, resource planning, and cost optimization, with the ability to translate data into actionable business decisions.
Excellent Prioritization and Problem-Solving: Ability to manage competing priorities across multiple products, partners, and teams while remaining adaptable in a dynamic, high-growth environment.
Cross-Functional Collaboration: Strong communication, relationship-building, and stakeholder management skills, with the ability to influence teams across different business functions and contribute positively to company culture.
Continuous Improvement Mindset: A proactive and innovative approach to identifying operational challenges, challenging existing processes, and implementing practical solutions that improve customer outcomes.
Additional qualifications considered an advantage:
Experience managing white-labeled customer support operations or B2B2C service models at scale.
Previous experience in fintech, financial services, payments, or related industries.
Advanced proficiency in Zendesk, including platform administration, configuration, and optimization, as well as customer experience automation and self-service tools.
Experience managing distributed teams, outsourced support operations, or Business Process Outsourcing (BPO) providers.
Previous experience working in an early-stage startup or hyper-growth organization.
Competitive salary: Annual compensation ranging from $145,000 to $190,000, depending on experience and qualifications.
Equity compensation: Opportunity to receive an equity grant and participate in the company's long-term growth.
Comprehensive healthcare: Medical, dental, and vision insurance coverage.
Work flexibility: Work-from-home flexibility within a hybrid working environment.
Unlimited paid time off: Flexible vacation policy to support work-life balance and personal well-being.
Commuter benefits: Financial support for commuting expenses.
Free meals: Complimentary lunches.
Family support: Paid parental leave.
Retirement planning: Access to a 401(k) retirement savings plan.
Employee well-being: Employee Assistance Program providing additional personal and professional support.
Leadership opportunity: The chance to build and shape a growing customer experience organization while working with experienced professionals in a dynamic fintech environment.
