CX Service Design Manager — Remote with Stock Options

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

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.