Customer Experience Manager

Who we are looking for: The Manager, Customer Experience (CX) Operations is pivotal in driving the strategic execution and continuous enhancement of customer experience initiatives across all ACV products and services. Reporting to the Sr. Manager, Customer Experience, this role focuses on measuring customer sentiment, delivering consistent, high-quality support, and optimizing customer interactions to uphold ACV’s reputation. The Manager leads a dynamic team and collaborates with cross-functional departments to implement CX standards effectively. Responsibilities include managing complex customer escalations, developing team capabilities, leveraging data for insights, and exceeding key performance indicators (KPIs). The role also involves publishing CX insights, coordinating customer-centric research such as Voice of Customer campaigns, and managing ACV’s public-facing reputation on review platforms. This role supports change management efforts to foster a customer-centric organization that delivers optimized experiences.   What you will do: Actively and consistently support all efforts to simplify and enhance the customer experience. Implement and oversee the execution of customer experience support initiatives across all ACV products and services. Act as organizational leader for all customer satisfaction surveys and metrics (e.g. - NPS, CSAT, CES, retention, churn, etc.) across all products and services. Manage timely follow up to customer survey responses to ensure customers are heard and their issues are collected, root caused, and addressed as appropriate. Manage the resolution of high-level escalations (Tier 4 customer support concerns), ensuring rapid response and effective resolution of complex customer issues. Lead and enhance ACV’s reputation management strategy by leveraging expertise in social media and public review platforms, such as Google Business, App Store, and Google Play. Develop strategies that elevate ACV’s public brand presence, ensuring prompt and appropriate responses to customer concerns, coordinating internal initiatives to promote authentic positive reviews, and aligning these efforts with broader marketing objectives to drive impactful customer engagement. Design, direct, and oversee Voice of Customer (VoC) campaigns to gather, analyze, and utilize customer feedback to drive operational & technology improvements in customer experience. Lead the creation and management of the "Friction Database," an innovative initiative aimed at consolidating all customer friction points across ACV’s various touchpoints (including proactive intervention opportunities as indicated by data). Develop and manage a project pipeline of trending customer concerns & leverage process engineering principles to coordinate projects and change management initiatives to optimize overall customer engagement, satisfaction, and experience. Lead initiatives to improve customer education & expectation setting throughout their journey with ACV’s products & services. Establish and maintain documentation of Customer Journeys across all products & services. Publish regular insights to key stakeholders, leadership, and executive teammates to ensure an organizational “pulse” on key customer satisfaction themes, trends, competitive insights, and opportunities for improvement. Collaborate with Marketing, Sales, Legal, and Operations to ensure customer-facing communications are clear, effective, and set appropriate expectations. Collaborate with the Sr. Manager, Customer Experience to establish key performance indicators (KPIs) that enhance the management and tracking of the CX team’s performance. Diligently manage and monitor these KPIs to ensure consistent, best-in-class performance across all customer experience processes & initiatives. Supervise, mentor, and develop teammates through effective performance management and coaching. Cultivate a team culture of positivity, support, and accountability. Implement effective load balancing and capacity planning strategies within the team to ensure optimum effectiveness and prevent teammate strain. Monitor workloads and adjust assignments as necessary to maintain a healthy work-life balance and keep productivity at peak levels. Serve as a responsive and accountable liaison to Sales, Operations, Marketing, Customer Excellence, Product & Technology, and other departments to effectively manage escalations and customer experience improvement opportunities. Demonstrates an exceptional ability to build and maintain strong, trust-based relationships with customers and stakeholders across all levels and departments. Skilled at negotiating and influencing outcomes that benefit both ACV and its customers, ensuring robust interdepartmental cooperation and effective & consistent conflict resolution. Possesses expert problem-solving skills with a proven track record of diagnosing complex issues and crafting innovative solutions. Ability to approach problems systematically and creatively, ensuring sustainable and effective resolutions. Possesses a robust understanding of data analysis principles and techniques, with a keen ability to drill down to the root causes of challenges using a data-driven approach. Collaborates effectively with the Data Analytics team to interpret findings to enrich ACV’s understanding of customer sentiment. Ensures strategies are comprehensible and actionable across the Customer Experience team, maintaining a detail-oriented focus without losing sight of the big picture. Develop strategies to compare & contrast customer sentiment by organizational geographies. Perform additional duties as required.   What you will need: Ability to read, write, speak and understand English. 7 years’ progressive experience in leading projects and initiatives from conception to delivery 3 years’ progressive management/leadership experience Proven ability to manage and implement projects effectively and see them to completion. Ability to manage multiple projects simultaneously across various business units. Experience with PMP or Six Sigma preferred; Black-Belt certification is desirable but not required. Strong adaptability and problem-solving skills in a team-oriented and creative environment. Excellent communication (written and verbal), organizational, analytical, and team-building skills. Skilled in presenting, influencing, and managing relationships across a wide range of stakeholders. Basic knowledge of business operations and a solid background in customer experience strategies. Self-motivated, able to thrive in a fast-paced and collaborative environment. Ability to leverage data and analytics to monitor and adjust KPIs to support business decisions. Flexibility to work outside of standard business hours as needed to address urgent customer issues, ensuring high standards of customer satisfaction are maintained. Required to work from ACV’s headquarters in Buffalo, NY for 80-100% of the time. Travel up to 20% of the time as needed.   Compensation: $94,000 - $117,000 annually. Please note that final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.   No immigration or work visa sponsorship will be provided for this position.   #LI-HT1

Salary : $94,000 - $117,000