CX Service Design Manager

Flock Safety; Northern (KY); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Stock options

Job summary

Flock Safety seeks a CX Design leader to unite multi-channel support journeys and craft scalable service blueprints. You will coach a team while hands-on with service and conversation design, guiding AI-enabled support initiatives and governance of the knowledge system.

You will drive a CX transformation portfolio including platform migrations, AI deployments, telephony, and Salesforce changes, influencing cross-functional partners and decision makers.

Qualifications

• Design and improve cross-channel customer journeys and service blueprints.
• Experience leading AI-enabled support, automation, or knowledge-management initiatives.
• Strong facilitation and stakeholder-management skills across teams.
• People-management or player-coach experience coaching designers and analysts.
• Experience in service design or product operations in fast-moving environments.

Responsibilities

• Lead end-to-end support journeys across channels to resolve needs quickly.
• Oversee AI-enabled support, with safe, measurable escalation and handoffs.
• Govern a connected Help Center and AI knowledge system with clear ownership.
• Build a CX Design practice with repeatable methods and measurable influence.
• Deliver high-impact CX transformations including platform migrations and Salesforce changes.

Tools

Salesforce

Telephony systems

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. Your recruiter will discuss this in depth with you during our first chat.

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 equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply. If you need assistance or an accommodation due to a disability, email [e-mail]; your information stays confidential and is used only to arrange the right accommodation for your interviews.

On compensation: we pay fairly for the work. Base salary is determined by job-related experience, education, training, and market indicators. The range in this posting covers base salary only and doesn't include equity, sales bonus plans where applicable, or benefits. The range may be adjusted over time, and this posting may span more than one career level.

One last thing: all legitimate communication from Flock comes from an email ending in @flocksafety.com or [e-mail]. We never make offers through messaging apps or third parties, and we never request payment or sensitive personal information during hiring. If you encounter suspicious outreach about a Flock role, report it to [e-mail].