Digital Support Experience Manager

PetSafe Brands•Knoxville, TN

12d•Onsite

About The Position

The Manager, Digital Support Experience is responsible for defining and executing the digital customer support strategy across the product lifecycle. This role partners closely with Product, Engineering, Digital, Brand, Ecommerce, and Customer Care to deliver seamless digital experiences that improve customer satisfaction, increase self-service adoption, reduce customer effort, and drive operational efficiencies. Leading a cross-functional team, this position oversees digital support platforms, knowledge management, content strategy, conversational AI, Voice of Customer programs, and customer journey optimization. The Sr. Manager leverages analytics and emerging technologies to transform customer insights into business improvements while influencing product design, digital experiences, and support strategies.

Requirements

Bachelor’s degree in Business Administration, Marketing, Customer Experience, Information Technology, or related field, or equivalent experience.
Experience leading digital customer experience strategies across customer support, ecommerce, mobile, or connected product environments.
Demonstrated experience applying customer journey mapping, Voice of Customer programs, UX principles, and digital content strategies to improve customer experiences.
Experience implementing and optimizing digital support technologies, including knowledge management systems, CMS platforms, conversational AI, automation, and analytics solutions.
Strong analytical skills with the ability to translate customer insights into strategic business recommendations and influence senior leadership.
Proven project and program management experience leading cross-functional initiatives from strategy through implementation.
Experience leading, coaching, and developing high-performing teams.
Excellent communication, collaboration, organizational, and problem-solving skills with the ability to influence stakeholders across multiple business functions.
Advanced knowledge of Jira, Microsoft 365, CMS platforms and other task/project management platforms.

Responsibilities

Develop and execute the Digital Support Experience strategy that improves customer satisfaction, increases digital self-service adoption, reduces customer effort, and delivers measurable business results.
Own the digital support ecosystem, including support websites, knowledge management, content management systems (CMS), conversational AI, and self-service platforms, ensuring consistent and best-in-class customer experience.
Lead Voice of Customer and customer journey initiatives by leveraging customer feedback, digital analytics, behavioral insights, and conversational analytics to identify friction points, recommend improvements, and influence product and support strategies.
Partner cross-functionally with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care teams to integrate customer insights into product development, launch readiness, and ongoing customer experience improvements.
Lead strategic digital initiatives by establishing roadmaps, managing priorities, overseeing project execution, and ensuring successful delivery of digital capabilities, content, and platform enhancements.
Drive content strategy and governance to ensure support content is accurate, customer-centric, technically sound, and aligned with brand standards across all digital channels.
Leverage analytics, AI, and automation technologies to optimize digital experiences, identify operational efficiencies, improve self-service performance, and provide executive-level insights and recommendations.
Lead and develop the Digital Support Experience team, fostering collaboration, innovation, accountability, and continuous improvement while building organizational capability.