Manager, Customer Experience Technology
About The Position
The Manager, Customer Experience Technology serves as the Business Owner for assigned customer- and associate-facing technology platforms. This role is accountable for ensuring these platforms deliver intended business outcomes and exceptional customer and associate experiences. The position partners closely with Technology, Operations, Customer Care, Field Operations, Marketing, Digital, and strategic vendors to identify issues, prioritize enhancements, define business requirements, and shape future platform capabilities. Technology owns engineering, architecture, infrastructure, cybersecurity, integrations, and operational support. This role owns the business vision, platform governance, roadmap recommendations, experience outcomes, adoption, and value realization.
Requirements
- Bachelor's degree or equivalent experience.
- 7+ years in Customer Experience.
- 7+ years Digital, Product, Technology, Business Analysis, or Operations Experience.
- 5+ years Management Experience.
- Experience serving as a business owner or strategic business lead for enterprise technology platforms.
- Experience partnering with software engineering and enterprise technology teams.
- Executive communication, vendor management, and cross-functional leadership.
Nice To Haves
- Technology-savvy business leader
- Strong executive communicator
- Comfortable discussing APIs, integrations, and architecture concepts
- Customer-obsessed and data-driven
- Influences without direct authority
Responsibilities
- Serve as the Business Owner for assigned customer- and associate-facing technology platforms.
- Monitor platform health from a customer, associate, and business perspective.
- Identify issues, risks, and enhancement opportunities that improve customer and associate experiences.
- Develop multi-year platform roadmaps and investment recommendations.
- Partner with Technology on solution design, releases, integrations, and lifecycle planning.
- Define business requirements and acceptance criteria.
- Lead business acceptance testing and validate delivered capabilities.
- Manage business relationships with strategic technology vendors.
- Establish platform governance and facilitate prioritization across business units.
- Measure adoption, utilization, customer effort, associate experience, and business value.
- Participate in architecture and solution discussions representing business needs.
- Demonstrate working knowledge of SaaS platforms, APIs, integrations, cloud concepts, identity management, data flows, AI, and automation.
- Evaluate emerging technologies and recommend future capabilities.
- Translate technical concepts into business language for executives.
Benefits
- Medical, dental, and vision plans – start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
- Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
- FREE Cable One services for associates who live in a serviceable area
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
