Senior Manager - Customer Experience

3 days ago

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

+1 more states

⛰️ Colorado – Remote 🌽 Illinois – Remote 🤠 Texas – Remote

💵 $160k - $190k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Sinch

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Sinch is a leading provider of cloud communications for customer engagement. The company offers a comprehensive suite of AI-powered applications and APIs designed to facilitate messaging, email, and voice communication at scale. Sinch's solutions enable businesses to verify user identities, run omnichannel marketing campaigns, and provide customer support across multiple channels. By leveraging its robust network connectivity and rich communication services, including RCS and messaging platforms, Sinch empowers organizations to enhance customer interaction and satisfaction. Serving various industries, Sinch helps businesses like FirstBank and EasyPark manage customer communications effectively through secure, reliable workflows.

cloud communications • VoIP • API • telecommunications • SMS

1001 - 5000 employees

Founded 2008

📡 Telecommunications

☁️ SaaS

💰 Post-IPO Secondary on 2022-09

📋 Description

• Sinch is looking for a Senior Manager, Customer Experience (CX) to lead and drive our Customer Experience and Voice of Customer initiatives. • You will be responsible for enhancing the customer experience through strategic collaboration, structured program management, issue resolution, and executive communication. • As a key advocate for our customers, you will proactively identify and address pain points, foster cross-team collaboration, and drive a sense of urgency in resolving customer issues. • You'll focus on creating scalable solutions, automating customer feedback loops, and delivering insights/value to product teams to ensure long-term success. • We're looking for candidates with experience building programs, directing research initiatives, democratizing research (and access!), and helping to bring the Voice of the Customer to everything Sinch does. This program is in its first official year. • Responsibilities include evangelizing with cross-functional teams, analyzing existing customer feedback loops, managing dashboards, collaborating with senior leadership, utilizing NLP tools, driving process improvements, and advocating for a Customer-First Culture. • Travel occasionally (10-15%) to various Sinch sites as needed.

🎯 Requirements

• 5+ years of experience in program or project management, with a strong preference for CX and Voice of the Customer (VoC) program experience. • Experience managing a team of Researchers and Data Analysts. • Hands-on experience with Experience Management Platforms • Exceptional written and verbal communication skills, with the ability to engage and influence stakeholders at all levels with the ability to turn research findings into actionable insights, ensuring teams can easily apply takeaways to product decisions. • Proven ability to manage multiple priorities in a fast-paced, dynamic environment. • Strong analytical and problem-solving skills, including expertise in statistical analysis and root cause identification. • Experience in project management and driving organizational change to deliver measurable, long-term results. • Experience working within a globally distributed large company.

🏖️ Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants. • CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health. • SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants. • TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation. • PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support. • WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters. • MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.