Customer Experience Manager

Jobtailor

Dayton (OH)

On-site

USD 100,000 - 130,000

Full time

14 days+

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Job summary

Jobtailor is seeking a Lead CX professional to guide a small team of CX specialists and own end-to-end CX initiatives across digital and physical touchpoints. Design journey improvements, manage multiple projects, and build comprehensive CX playbooks and SOPs.

You will identify and deploy AI tools to enhance customer experiences and partner with Product/Tech to embed AI into workflows, while tracking metrics like NPS, CSAT, and CES to drive continuous improvement.

Qualifications

Experience in customer experience or related field.
Journey mapping, service design, or UX research methodologies.
Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.
Demonstrated experience executing CX projects from concept to completion.
Proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.

Responsibilities

Lead, coach, and develop a small team of CX specialists or coordinators.
Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.
Design and implement customer journey improvements across digital and physical touchpoints.
Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.
Build and maintain CX program documentation, playbooks, and standard operating procedures.
Identify, evaluate, and deploy AI tools to enhance the customer experience.
Partner with Product and Technology teams to integrate AI capabilities into customer workflows.
Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover gaps and opportunities.

Skills

CX metrics

Stakeholder influence

Coaching

Cross-Functional Leadership

Tools

Qualtrics

Medallia

Salesforce

Zendesk

AI-Powered CX Platforms

Job description

Lead, coach, and develop a small team of CX specialists or coordinators (where applicable).

Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.

Design and implement customer journey improvements across digital and physical touchpoints.

Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.

Build and maintain CX program documentation, playbooks, and standard operating procedures.

Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience.

Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows.

Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.

Requirements

Experience in customer experience, customer success, or a closely related field.
Experience with journey mapping, service design, or UX research methodologies.
Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.
Demonstrated experience executing CX projects from concept to completion.
Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences.
Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.
Excellent communication skills with the ability to influence stakeholders at all levels of the organization.
Experience leading or coordinating cross-functional teams or projects.

Core Competencies

Demonstrates expertise in leading customer experience initiatives, utilizing AI tools to enhance customer interactions, and analyzing CX metrics to drive improvements. Proven ability to manage projects from inception to execution while collaborating with cross-functional teams.

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