Senior Manager, Customer Excellence – Retail

🔥 9 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Asurion

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1994

👥 B2C

🛒 Retail

📡 Telecommunications

💰 Funding Round on 2018-08

B2C • Retail • Telecommunications

Asurion is a company that provides comprehensive tech support, repair, and protection services for a wide range of devices and appliances. They offer services such as device repair, replacement, and reimbursement through their uBreakiFix stores and protection plans. Customers can make claims, track their status, and calculate deductibles online. Asurion also provides live tech support and expert help for device setup and troubleshooting, ensuring that more than 30 million people have their tech running smoothly each year. Their services cover everything from phones and gaming consoles to home appliances, with personalized tech tips and support available on demand.

📋 Description

• Design and launch the UBIF customer experience program, defining vision, operating model, governance, and a scalable roadmap that optimizes customer and business impact. • Set the strategic agenda for CX measurement; define what matters and why, and ensure teams act on customer insights to deliver prioritized, measurable improvements. • Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue, and lead cross-functional decisions and trade-offs to improve them. • Define and champion customer experience standards, service principles, and behavioral expectations for retail locations; drive adoption through field partnerships, hiring, training, and performance management. • Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery, ownership, and continuous learning to resolve complex issues and prevent recurrence. • Lead change management and frontline enablement for CX initiatives; coach field and store leaders and serve as a visible champion of customer-centric culture. • Build executive alignment on CX priorities; craft business cases grounded in customer and business outcomes and influence senior leaders to invest in and sustain improvements. • Lead cross-functional workstreams with Product, Marketing, and Technology to ensure customer standards are reflected in tools, decisions, and experiences. • Champion continuous improvement and learning; set test-and-learn agendas, interpret results, and embed customer-centric practices in operations and leadership behaviors. • Develop, coach, and retain a high-performing team; establish clear direction, accountability, strong team culture, and manage vendor/partner relationships with rigor.

🎯 Requirements

• Bachelor's degree in Business, Marketing, Operations, or related field; advanced degree preferred. • 8+ years of progressive experience in customer experience, retail operations, or service design, including 3+ years in a people leadership role with a track record of developing and retaining talent. • Demonstrated success designing and launching CX programs and standards in a multi-location retail environment, driving lasting behavioral and cultural change. • Proven experience leading organizational change and influencing without authority across complex, matrixed environments; success building coalitions with executive and field leaders. • Experience with VoC platforms, analytics, and journey mapping sufficient to set strategy, define measurement priorities, and translate insights into action.

🏖️ Benefits

• Competitive pay and benefits including health, dental, and vision • Retirement savings plan • Paid time off • Continuing education support • Ongoing training to grow your skills