Senior Manager, Customer Experience (Remote)

CAIA Association•Amherst, MA

9h•$85,000 - $95,000•Remote

About The Position

The Senior Manager, Customer Experience plays a central role in shaping how CAIA Candidates and Members experience the Association throughout their journey. Working within the Content Marketing team, the role translates CAIA’s customer experience strategy into day-to-day practice by helping ensure Candidates and Members receive responsive, consistent support while identifying ways to make their experience simpler, more proactive, and supportive of a long-lasting relationship with CAIA. The Senior Manager oversees the day-to-day work of the Customer Experience staff and connects direct customer interactions with CAIA’s broader marketing efforts. The role brings customer insights into lifecycle marketing, communications, content, digital experiences, product development, and audience planning. It combines hands-on customer issue resolution with identifying recurring problems and collaborating with Marketing colleagues to improve experiences for larger audiences. The position is based in the Northeast U.S., in Connecticut, Massachusetts, or New York, with periodic travel to CAIA’s Amherst, Massachusetts office as needed. Candidates must be legally authorized to work in the United States.

Requirements

Likely 5–7 years of experience across customer experience, marketing, communications, or a combination of these disciplines.
Experience delivering and improving direct customer experiences, ideally across multiple stages of a customer lifecycle.
Experience establishing and improving customer service operations, including service standards, workflows, escalation processes, knowledge management, and measures of performance and customer experience.
Demonstrated experience leading and developing a customer-facing team, including setting expectations, coaching and developing staff, managing performance, and building effective ways of working as the team grows.
Strong written communication and editing skills, including the ability to translate complex information into clear, useful customer communications.
Experience contributing to marketing campaigns, lifecycle communications, or audience engagement initiatives.
Ability to recognize patterns across individual customer interactions and translate those insights into broader improvements.
Strong judgment and confidence handling complex or sensitive customer situations.
A process-improvement mindset and interest in identifying better ways of working.
Comfort working with data and customer feedback to identify trends and evaluate effectiveness.
Strong cross-functional collaboration skills and ability to move work forward across teams without owning every part of the solution.
Ability to balance immediate customer needs with longer-term opportunities to improve the overall experience.
Legal authorization to work in the United States.

Nice To Haves

Experience in a membership organization, professional association, credentialing or education organization, financial services, or another complex customer journey.

Responsibilities

Lead, develop, and manage the Customer Experience team by setting priorities, service standards, and performance expectations, coaching staff, and building team capabilities.
Operationalize CAIA’s Candidate and Member experience strategy across key stages of the customer journey.
Serve as an escalation point for complex Candidate and Member questions and issues, coordinating with internal teams to resolve them.
Support marketing in creating proactive outreach around important moments in the Candidate and Member journey.
Strengthen onboarding experiences and help Candidates and Members understand what to expect, where to go, and what actions to take next.
Establish and maintain service standards, processes, escalation paths, and customer experience measures.
Identify recurring questions, pain points, and sources of friction and work across teams to address their underlying causes.
Maintain and improve internal knowledge resources, customer-facing support materials, templates, FAQs, and other tools that enable consistent service.
Identify opportunities for self-service, automation, and technology, including AI, to improve customer experience and focus staff on interactions where human support adds the most value.
Assess service interactions and customer feedback to identify opportunities for process and experience improvement.
Participate in lifecycle campaign planning and execution across the prospect, Candidate, and Member journey.
Help build and improve registration, exam, program progression, membership, and renewal journeys in partnership with lifecycle marketing strategy.
Edit and contribute copy and content for email, web, Candidate and Member resources, campaigns, and other marketing communications.
Bring the voice of the customer into campaign, content, and communications planning.
Participate in campaign testing and optimization, particularly across Candidate and Member communications and lifecycle initiatives.
Partner with digital marketing to identify and implement customer web experience improvements.
Contribute to audience intelligence by identifying patterns in Candidate and Member behavior, questions, feedback, and service interactions.
Support broader marketing initiatives and campaign execution as priorities and opportunities arise.
Collaborate with colleagues across Marketing, Operations, IT, Educational Programs, and Community to improve the end-to-end Candidate and Member experience.
Use insights from individual customer interactions to improve experiences for the broader audience.