Manager, Customer Experience Design

Flock

2d•$100,000 - $120,000•Onsite

About The Position

Flock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels. As services expand, aligning these channels into one cohesive journey is critical. Escalation design, knowledge governance, and cross-channel consistency are key opportunities to accelerate trustworthy resolutions as AI support scales. This role will lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.

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.

Nice To Haves

Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome.

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.