Senior Manager, Customer Excellence

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🔥 0 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

• Lead the design, launch, and ongoing management of a new end-to-end customer experience (CX) program for the UBIF retail business. • Set the strategic agenda for CX measurement; define what matters and ensure teams act on customer insights to deliver prioritized improvements. • Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue. • Define and champion customer experience standards, service principles, and behavioral expectations for retail locations. • Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery and continuous learning. • Lead change management and frontline enablement for CX initiatives; coach field 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.

🎯 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