Sr Manager, Customer Experience

Key Responsibilities

• Competitive and Market Intelligence - Stay abreast of external developments (including innovations and strategies of notable competitive and non-competitive retailers) to identify opportunities and threats. Leverage internal/external research to develop insights/solutions, create compelling documents to communicate to executive audiences.
• Leadership - Oversee the career development and day-to-day efforts of Analysts and Sr. Analysts on the team.
• Planning Process - Address business problems by structuring issues and prioritizing analyses. Present readouts and work materials to senior leadership teams.
• Strategic Projects - Lead one or more interconnected strategy and operational execution projects, including overseeing the efforts of junior team members. Collaborate with business partners by driving cross-functional initiatives and serving as a thought-partner for top priority topics.

Qualifications

• AI Innovation & Mentorship: Hands-on experience with Generative and Agentic AI frameworks; demonstrated ability to coach and develop teams to leverage AI tools for accelerated research and the creation of scalable software solutions.
• Product-Led Leadership: 5+ years of leadership experience in Product Management, Service Design, or Strategic CX within a complex service industry—ideally with a focus on end-to-end installation or field service ecosystems.
• Strategic Foresight & Benchmarking: Proven track record of conducting deep competitor landscape research and market teardowns to define 3-year strategic roadmaps and multi-year capability enhancements.
• High-Impact People Management: 5+ years of experience leading high-performing teams, with a focus on delivering measurable growth, fostering a "product mindset," and driving accountability through advanced data storytelling and quantitative metrics.