Customer Experience Manager

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Hotwire Communications Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Hotwire Communications Ltd is a fiber‑optic telecommunications company operating under the Fision brand that builds and operates 100% fiber networks to deliver high‑speed, symmetrical gigabit internet to residential communities and business customers. The company provides bundled connectivity services — including managed Wi‑Fi, TV, digital phone, security, and home automation — for single‑family homes, multifamily and HOAs, hospitality, student housing, senior living, and other enterprise customers across multiple U. S. states. Hotwire emphasizes concierge‑level customer service, scalable network infrastructure, and enterprise-grade solutions for community-wide deployments.

📋 Description

• Serve as Product Owner and senior business analyst for the Salesforce platform, owning the platform roadmap, backlog, and release calendar • Transform strategic ideas into designs, epics, and implementable user stories • Own and prioritize the Salesforce product backlog; define acceptance criteria and definition of done • Assist with project scope, requirements, objectives, stakeholder involvement, and technical feasibility • Coordinate internal resources and third-party vendors to document issues, requirements, and ROI • Facilitate workshops translating high-level initiatives into design criteria • Diagram and redesign cross-functional customer journeys and business processes • Author business and functional requirements, user stories, and integration specifications • Design integrations and process improvements across Salesforce, billing, dispatch/field service, workforce management, and adjacent systems • Define test criteria and execute or oversee UAT/SIT before releases • Identify friction points, automation opportunities, and AI-enabled enhancements • Oversee functional documentation, configuration standards, and Salesforce platform governance • Monitor project progress and platform health, publish reports, and advocate action against CX and adoption metrics • Partner with Hotwire peers and cross-functional teams to streamline processes and improve efficiency • Perform other duties as assigned by the Supervisor

🎯 Requirements

• Bachelor’s degree in business, design, information technology, or a related field • Minimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience functions • Hands-on experience administering or configuring Salesforce, including Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ • Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis • Knowledge of quality management techniques and process improvement, including Six Sigma statistical analysis and qualitative interviewing • Experience designing Journey Maps or other customer experience diagrams and documentation • Experience designing processes implemented as software-enabled solutions, such as customer-facing web experiences or internal employee tools/workflows • Strong understanding of the dynamic role of CX • Knowledge of cable and telecommunications products and services • Proficiency in Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook • Must embrace company principles and demonstrate understanding of concierge culture