Senior Manager, Customer Experience

RADAR•New York, NY

8h•$95,000 - $150,000

About The Position

The Senior Manager of Customer Experience leads a team of field-focused professionals supporting the implementation, adoption, and evolution of RADAR’s technology in retail environments. The role coordinates internally with Product, Engineering, and Solutions and serves as a senior point of contact for external stakeholders. It drives operational standards, customer satisfaction, and the translation of retail feedback into strategic enhancements. The position calls for a hands-on leader who can manage high-stakes engagements and foster team development in a fast-paced, customer-driven organization. During the first 30 days, the role focuses on learning RADAR’s implementation methods, processes, deployment and configuration practices, optimization techniques, customer feedback, and success metrics, including through customer-site visits and collaboration with implementation teams. Within 60 days, the manager begins leading customer meetings and programs, developing project plans and success metrics, documenting implementation practices, collaborating on system and process improvements, supporting complex issues, and monitoring implementation performance. Within 90 days, the manager takes ownership of customer implementation initiatives and relationships, leads cross-functional process improvements, develops configuration guides, measures optimization outcomes, shares insights with Product and Engineering, helps resolve systemic challenges, and contributes to enterprise deployment scaling strategies.

Requirements

At least 4 years of experience in program management, process improvement, or a 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 a related field.

Responsibilities

Lead a team of field-focused professionals supporting technology implementation, adoption, and evolution in retail environments.
Coordinate internally with Product, Engineering, and Solutions and serve as a senior point of contact for external stakeholders.
Drive operational standards and customer satisfaction, and translate retail feedback into strategic enhancements.
Review implementation methodology and processes and meet with implementation teams to understand approaches and challenges.
Visit customer locations to observe system deployment and configuration; learn optimization techniques and configuration options.
Build relationships with cross-functional implementation team members and review customer feedback and deployment performance metrics.
Lead customer meetings and customer-facing programs; develop project plans and success metrics for customers.
Develop best practices and documentation for optimized system configuration and deployment.
Collaborate with Engineering and Solutions on system and process improvements; support complex implementation issues with optimization recommendations.
Monitor implementation metrics, identify improvement opportunities, and participate in implementation planning with optimization insights.
Own customer implementation initiatives and relationships, lead cross-functional process improvement efforts, and measure the impact of optimization initiatives.
Provide regular implementation improvement insights to Product and Engineering, help resolve systemic challenges, and contribute to enterprise deployment scaling strategies.
Foster team development in a fast-paced, customer-driven environment.