Senior Manager, Customer Experience

🔥 12 hours ago

🌐 United States, India, +1 more countries – Remote

🇺🇸 United States – Remote 🇮🇳 India – Remote 🇵🇹 Portugal – Remote

💵 $153k - $170k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Lead the Customer Experience Transformation Office, including customer and partner feedback, churn insights, customer journey, engagement strategies, performance, and results measurement • Manage a global team of customer experience program managers, analysts, and Customer Journey Center of Excellence team members • Oversee the Voice of Customer portfolio, including NPS and EoDB programs, from survey governance through analysis, reporting, and action planning • Oversee the Voice of Partner program and coordinate improvements to partner-facing processes • Develop churn analysis and insight capabilities to identify attrition drivers and emerging risks and inform retention strategies • Oversee the Customer Journey Center of Excellence, including journey mapping, friction-point analysis, governance, and prioritization of cross-functional improvements • Develop customer engagement programs and performance measures to improve adoption and participation • Translate customer, partner, journey, and churn data into executive-ready insights and recommendations • Collaborate with management, team members, and cross-departmental stakeholders to create and coordinate mutual goals • Manage strategic planning and oversight of projects and programs while balancing scope, time, cost, quality, and risk • Provide managerial direction and communicate quality metrics; hold direct reports accountable for performance standards • Oversee hiring, compensation management, employment relations, and employee termination functions • Coach and develop team members, identify future leaders, and serve as an escalation point to remove obstacles

🎯 Requirements

• Bachelor's degree or equivalent experience • Typically 5–7 years of experience in customer experience, Voice of Customer, customer insights, Customer Success, or a related field • Experience leading people • Experience managing and leading a global or geographically distributed team • Experience designing and managing Voice of Customer programs, including NPS, CSAT, Customer Effort Scoring, or Ease of Doing Business • Experience analyzing churn, retention, customer health, or related customer data and translating findings into actionable business recommendations • Experience developing customer journey maps, journey management programs, or related customer experience frameworks • Experience coordinating complex, cross-functional programs in a business-to-business software or SaaS environment • Ability to influence stakeholders, establish consensus, escalate program issues, and manage project risks • Outstanding analytical, critical thinking, and problem-solving skills • Outstanding oral and written communication skills, executive presence, discretion, and tact • Experience with customer engagement, survey, and feedback management platforms • Customer experience certification, such as Certified Customer Experience Professional (CCXP) • Demonstrated fiscal responsibility and accountability in managing team budgets • Outstanding business and technology acumen with a strong customer service orientation • Ability to coach, mentor, and provide timely, constructive feedback to team members

🏖️ Benefits

• Career development resources • Wellbeing programs • Innovation practices • Inclusive workplace • Employee initiatives and community giving campaigns

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