CX Product Leader: CRM, IVR & Self-Service

Ashley Furniture Industries, LLC; Tampa (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Employee Assistance Program

Paid Time Off

Employee discount on home furnishings

Professional development opportunities

Tuition assistance

401(k) and profit sharing

Life Insurance

Job summary

Ashley Furniture Industries, LLC is seeking a Senior Manager, Customer Experience Product to drive CRM workflows, case management, IVR routing, and self-service enhancements. You will align customer pain points with data-driven requirements and partner with operations, technology, and care teams to deliver impactful product improvements.

You will translate insights into actionable backlog priorities, support releases, and measure impact on CSAT, NPS, and handle time while maintaining efficiency

Qualifications

• 4–7 years of experience in product management or customer experience roles.
• Experience supporting improvements to CRM workflows, case management, IVR routing, or self-service capabilities.
• Strong analytical skills with experience using data tools (SQL or advanced Excel) and dashboards (Tableau or Power BI).
• Understanding of contact center operations, including queues, escalations, and service workflows.
• Experience working cross-functionally to support product delivery and releases.
• Experience with CRM platforms such as Salesforce Service Cloud or Zendesk.
• Familiarity with contact center/IVR platforms (Genesys, NICE, Avaya, Cisco).
• Experience with Agile tools such as Jira and Confluence.
• Working knowledge of integrations (APIs, data flows, system connectivity).

Responsibilities

• Support execution of the Customer Experience Product roadmap across phone, chat, email, and web channels to improve reliability and customer satisfaction
• Translate customer insights and service data into user stories, requirements, and acceptance criteria
• Help design and optimize CRM case management workflows, including assignment rules, escalations, and knowledge base improvements
• Contribute to self-service capabilities (order tracking, returns, FAQs) and IVR routing updates to improve resolution and reduce contacts
• Partner cross-functionally with technology, operations, and customer care to support releases and remove roadblocks
• Analyze key service metrics (CSAT, NPS, first contact resolution, handle time, cost per contact) to identify opportunities and measure impact
• Assist in mapping customer journeys and identifying process improvements across the service experience
• Support testing efforts, UAT, and launch readiness to ensure smooth product rollouts
• Drive continuous improvement by streamlining workflows and supporting standardized processes
• Develop release notes, training materials, and support change management efforts to drive adoption

Skills

SQL

Advanced Excel

Tableau

Power BI

Jira

Confluence

CRM (Salesforce Service Cloud)

Zendesk

APIs

Data analysis

Education

Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field

Tools

Salesforce Service Cloud

Zendesk

Genesys

NICE

Avaya

Cisco

Jira

Confluence

Job description

Ashley Furniture Industries, LLC is seeking a Senior Manager, Customer Experience Product to drive CRM workflows, case management, IVR routing, and self-service enhancements. You will align customer pain points with data-driven requirements and partner with operations, technology, and care teams to deliver impactful product improvements.

You will translate insights into actionable backlog priorities, support releases, and measure impact on CSAT, NPS, and handle time while maintaining efficiency