Manager, Customer Experience Design

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Flock Safety

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

🔐 Security

💰 $150M Series E on 2022-02

Security • Public Safety • Technology

Flock Safety is a company that focuses on providing advanced technological solutions for public and private safety. They utilize tools such as license plate recognition (LPR), video cameras, audio detection, and automated drones to enhance security for neighborhoods, businesses, schools, and governmental organizations. Their products are designed to deter crime and assist law enforcement in generating leads through evidence collection. Flock Safety operates on a subscription service model, offering maintenance-free, easy-to-deploy infrastructure to improve community safety. Trusted by over 5,000 communities, Flock Safety aims to create safer environments while maintaining transparency and privacy.

📋 Description

• Lead the CX Design practice and manage a team translating customer and operational insights into scalable journeys and practical service blueprints • Design end-to-end support journeys across self-service, AI, digital, voice, email, and human-assisted channels • Design useful, safe, measurable AI support with effective escalation and human handoffs • Govern the Help Center and AI knowledge system as a connected system with clear ownership, quality standards, and analytics • Establish repeatable CX Design methods, clear decision rights, and measurable cross-functional influence • Lead high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare • Manage and coach a team while remaining hands-on with service and conversation design

🎯 Requirements

• Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints • Ability to translate qualitative and quantitative insight into prioritized roadmaps • Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout • Strong facilitation and stakeholder-management skills • Track record of leading cross-functional programs from discovery through launch and continuous improvement • People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on • Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome • Authorization to work lawfully in the United States • Ability to meet FBI CJIS Security Policy requirements and obtain and maintain CJIS certification if required

🏖️ Benefits

• Flock Stock Options • Equal employment opportunity and diverse, respectful workplace • Interview accommodations for applicants with disabilities • Base salary range reviewed based on job-related experience, education, training, and market indicators