CX Service Design Manager

Flock; Myrtle Point (OR); Hybrid; USD 100,000 - 120,000; Full time

Job summary

Flock is seeking a senior CX design leader to guide a team building scalable customer journeys across channels, aligning self-service, AI, voice, and human support.

You will own design governance, knowledge management, and cross-channel consistency, delivering practical service blueprints and high-impact CX transformations across platforms, including Salesforce integrations and telephony. Remote work is available with hub roles in the US.

Qualifications

• Ability to design and improve complex cross-channel journeys and translate insights into roadmaps.
• Experience leading AI-enabled support, automation, knowledge management, or related initiatives.
• Strong facilitation and stakeholder-management skills across cross-functional programs.
• People-management or player-coach experience coaching designers, analysts, or ops partners.
• Experience in service design or product operations within fast-moving teams.

Responsibilities

• Design end-to-end CX journeys across channels as cohesive experiences.
• Lead AI-assisted support across chat, voice, email, and self-service with safe escalation.
• Govern a connected Help Center and AI knowledge system with ownership and analytics.
• Build a CX design practice with repeatable methods and measurable influence.
• Provide delivery leadership for CX transformation programs, including platform migrations and Salesforce changes.

Skills

Cross-channel CX design

AI-enabled support initiatives

Facilitation & stakeholder management

People management / coaching

Service design in fast-moving env

Tools

Salesforce

Job description

THE PROBLEM

Flock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels, and as our services expand, aligning these channels into one cohesive journey is critical. Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales. You'll lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.

WHAT YOU'LL OWN

• Support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly.
• AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.
• A Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics.
• A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.
• Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare.

WHAT THIS ROLE IS NOT

• This isn't an individual-contributor design role, you'll manage and coach a team while remaining hands-on with service and conversation design.
• This isn't a pure operations or QA role, your focus is designing and governing the experience rather than running daily queues or support metrics reporting.

WHAT YOU BRING

• Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints, translating qualitative and quantitative insight into prioritized roadmaps.
• Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout.
• Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement.
• People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on.
• Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome.

COMPENSATION

In this role, you'll receive a starting salary between $100,000 and $120,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators.

WHY FLOCK

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

the impossible takes every kind of mind. Flock is an