Senior Manager, Customer Experience

RADAR•New York, NY

1d•$95,000 - $150,000

About The Position

The Senior Manager of Customer Experience will lead a team of field-focused professionals supporting the implementation, adoption, and evolution of RADAR’s technology in retail environments. This role balances internal coordination with Product, Engineering, and Solutions, while also serving as a senior point of contact for external stakeholders. The Senior Manager drives operational standards, ensures customer satisfaction, and helps translate retail feedback into strategic enhancements. This role requires someone who thrives in a hands-on environment, can manage high-stakes engagements, and fosters team development in a fast-paced, customer-driven organization.

Requirements

4+ years experience in program management, process improvement, or related field
Experience owning B2B customer relationships
Experience with retail technology implementation or retail operations
Strong analytical and problem-solving skills
Ability to collaborate effectively across technical and operational teams
Strong attention to detail and follow-through

Nice To Haves

Background in retail systems implementation or integration
Experience with RFID, computer vision, or similar technologies
Knowledge of project management methodologies
Experience with data analysis and visualization
Bachelor's degree in Business, Technology, or related field

Responsibilities

Lead a team of field-focused professionals supporting the implementation, adoption, and evolution of RADAR’s technology in retail environments.
Serve as a senior point of contact for external stakeholders.
Drive operational standards and ensure customer satisfaction.
Translate retail feedback into strategic enhancements.
Manage high-stakes engagements and foster team development.
Review and digest information about RADAR's implementation methodology and processes.
Meet with implementation teams to understand current approaches and challenges.
Visit customer locations to observe system deployment and configuration.
Learn about system optimization techniques and configuration options.
Build relationships with cross-functional team members involved in implementations.
Review customer feedback related to implementation efficiency.
Begin to understand key performance metrics for successful deployments.
Begin leading customer meetings and customer-facing programs.
Develop project plans and success metrics for each customer.
Start developing best practices for system configuration and deployment.
Create documentation for optimized implementation processes.
Start collaborating with engineering and solutions on system and process improvements.
Begin supporting complex implementation issues with optimization recommendations.
Start monitoring implementation metrics to identify improvement opportunities.
Participate in implementation planning with optimization insights.
Fully own initiatives for customer implementations and customer relationships.
Lead cross-functional process improvement efforts for deployment efficiency.
Create comprehensive configuration guides for different customer scenarios.
Begin measuring the impact of optimization initiatives on implementation success.
Provide regular insights to product and engineering teams on implementation improvements.
Identify and help resolve systemic implementation challenges.
Contribute to scaling strategies for enterprise customer deployments.