Sr. Manager Digital Support Experience
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About The Position
As the Sr. Manager of Digital Support Experience, you will lead the Digital Support team and play a pivotal role in enhancing customer satisfaction through strategic guidance and operational excellence. Your primary responsibility will be to establish quarterly Objectives and Key Results (OKRs) in collaboration with the Customer Experience team, ensuring that the team is equipped to achieve these goals by removing barriers and providing necessary support. You will define and execute the Self-Service and Customer Technical Support strategy across both Digital and non-Digital channels, aiming to deliver best-in-class support experiences for both B2C and B2B customer segments. In this role, you will establish quantitative and qualitative measures to track performance, collecting insights that will inform and optimize customer experience strategies, tactics, and programs. You will oversee and optimize key performance indicators (KPIs), including the self-serve rate across all support experiences and digital platforms, ensuring alignment with priority business objectives. Your leadership will drive day-to-day operational enhancements and business initiatives through effective project management techniques, cross-functional collaboration, and capacity planning. You will identify areas for improvement across the support journey and channel pathing, which includes web, mobile app, email, push notifications, organic search, and social media. Ensuring that all support experiences are customer-centric is crucial, as you will cater to both new prospects and existing customers seeking technical support for our products and solutions. Collaboration with internal IT and web development resources will be essential to ensure timely execution of website and digital capability enhancements. In addition to operational responsibilities, you will motivate and lead a high-performance team by attracting, developing, engaging, and retaining team members. You will drive performance management and compensation processes by clearly communicating job expectations, monitoring and evaluating performance, providing feedback, and facilitating employee development in accordance with company policies. Maintaining transparent communication within the team through department meetings, one-on-one interactions, and regular updates will be key to fostering a positive workplace culture aligned with the company's mission, vision, and values.
