Customer Experience Platform Manager

Trulieve; Clearwater (FL); Hybrid; USD 100,000 - 160,000; Full time

Benefits offered by this job

Paid time off

Benefits package

Job summary

Trulieve seeks a Customer Experience Platform Manager to lead CX insights programs and our VOC tech ecosystem. You will turn feedback and operational data into actionable intelligence, owning surveys, reporting, data integrations, and analytics while partnering across the organization to strengthen customer understanding.

The role emphasizes end-to-end survey programs, platform admin, and leadership of the CX Insights Analyst team. Remote-friendly with hybrid work in Clearwater, FL.

Qualifications

• Bachelor’s degree or equivalent experience in related field.
• Minimum five years in customer insights, VOC, market research, BI, or CX tech with leadership experience.
• Experience managing enterprise survey platforms, dashboards, and system administration.
• Strong ability to translate data into actionable recommendations.

Responsibilities

• Build and improve weekly/monthly CX reporting and dashboards for executives.
• Own end-to-end survey programs from objectives to recommendations.
• Administer VOC platforms, taxonomy, permissions, and workflows.
• Manage CX data integrations and data hygiene with tech teams.
• Lead advanced analytics: churn, predictive modeling, text analytics, segmentation.
• Develop CX analyst team and translate findings for leaders.

Skills

Leadership

Communication

Storytelling

Data visualization

Survey design

Quantitative analysis

Qualitative analysis

Cross-functional collaboration

Education

Bachelor’s degree or higher in customer experience, market research, analytics, business, marketing, information systems, or related field

Tools

Medallia or comparable VOC platform

CRM systems

Data warehouse concepts

Dashboards/BI tools

Job description

Join Trulieve – Where Passion Meets Purpose

If you're interested in being part of one of the nation's fastest-growing industries, Trulieve may be the perfect place for you. We are proud to be recognized on TIME's America's Best Companies 2026 List, an honor awarded to top-performing U.S. organizations based on employee satisfaction, financial strength, and sustainability transparency. Trulieve was one of only two cannabis companies to receive this distinction.

If you have passion for helping others and want to make a meaningful impact through your work, this may be the role for you. At Trulieve, we strive to bring our patients the relief they need in products they can trust. Our plants are hand-grown in carefully controlled environments designed to minimize unwanted chemicals and pests, keeping the cultivation process as natural as possible every step of the way. To learn more about Trulieve and our mission, please visit www.trulieve.com

Requisition ID: 21937

Remote Work Available: Yes

Job Title: Customer Experience Platform Manager

Business Unit: Customer Experience

Location: Clearwater, Florida / Hybrid

Reports To: Senior Customer Insights Manager

Role Summary

The Customer Experience Platform Manager leads Trulieve’s customer insights programs and voice-of-customer technology ecosystem, turning customer feedback and operational data into clear, actionable business intelligence. This role owns survey programs, reporting, platform administration, data integrations, and advanced analytics while partnering across the organization to strengthen customer understanding and decision-making.

Responsibilities

• Build, maintain, and continuously improve weekly and monthly customer experience reporting, dashboards, and executive-ready insights for business stakeholders.
• Own end-to-end survey programs, including research objectives, questionnaire design, deployment, quality assurance, analysis, reporting, and recommendations.
• Administer and optimize voice-of-customer platforms, dashboards, taxonomy, permissions, workflows, and related technology to ensure reliable and scalable program operations.
• Manage customer experience data integrations and data hygiene, partnering with technology and data teams to improve completeness, accuracy, accessibility, and governance.
• Lead advanced customer analytics, including churn analysis, predictive modeling, text analytics, segmentation, and linkage of customer experience outcomes to financial and operational performance.
• Manage and develop the Customer Insights Analyst team, establish analytical standards, and translate complex findings into clear recommendations for leaders and cross-functional partners.

Qualifications

• Required: Bachelor’s degree in customer experience, market research, analytics, business, marketing, information systems, or a related field, or equivalent relevant experience.
• Required: Five or more years of experience in customer insights, voice-of-customer programs, market research, business intelligence, or customer experience technology, including at least two years leading people or teams.
• Required: Demonstrated experience managing enterprise survey or voice-of-customer platforms, including dashboards, permissions, taxonomy, workflows, and system administration.
• Required: Strong quantitative and qualitative research skills, including survey design, statistical analysis, text analytics, data visualization, and interpretation of customer feedback.
• Required: Experience managing data integrations, data quality, and reporting processes in partnership with technology, data engineering, or business intelligence teams.
• Required: Excellent communication and storytelling skills, with the ability to translate complex analysis into clear business implications and recommendations.
• Preferred: Experience with Medallia or a comparable enterprise voice-of-customer platform and familiarity with CRM, data warehouse, and visualization technologies.
• Preferred: Experience with predictive modeling, churn analysis, financial linkage, or advanced customer analytics in multi-unit retail, regulated industries, or high-volume consumer environments.

Physical Requirements & Work Environment

This position operates primarily in office and remote environments, with regular computer and telephone use and occasional visits to retail locations, meetings, and company events. The role requires sustained attention to detailed data and technology workflows, effective communication with employees and business partners, and flexibility to support critical reporting, research, or platform needs.

Trulieve job description is not designed to contain all activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.