Manager, Customer Experience Design
About the role
The Problem Flock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels. As our services expand, aligning these channels into one cohesive journey is critical. Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales. You'll lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.
Responsibilities
- Support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly.
- AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.
- A Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics.
- A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.
- Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare.
What This Role is Not
- This isn't an individual-contributor design role; you'll manage and coach a team while remaining hands-on with service and conversation design.
- This isn't a pure operations or QA role; your focus is designing and governing the experience rather than running daily queues or support metrics reporting.
Requirements
- Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints, translating 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, with a 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.
Pay
In this role, you'll receive a starting salary between $100,000 and $120,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators.
About the company
Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.
Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers.