Digital Support Experience Leader

PetSafe Brands; Knoxville (AL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

401K match

Onsite health clinic

Dog-friendly workplace

Job summary

PetSafe Brands seeks a Manager of Digital Support Experience in Knoxville to define and execute the digital customer support strategy across the product lifecycle. Lead a cross-functional team, overseeing digital support platforms, knowledge management, CMS, conversational AI, and Voice of Customer programs to improve satisfaction and self-service adoption.

The role partners with Product, Engineering, Brand, Ecommerce, and Customer Care to drive optimization, content governance, and AI-enabled

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Experience leading digital customer experience strategies across support, ecommerce, mobile, or connected product environments.
• Experience applying customer journey mapping, Voice of Customer programs, UX, and digital content strategies.

Responsibilities

• Define and execute the Digital Support Experience strategy across the product lifecycle.
• Oversee digital support platforms, knowledge management, CMS, and self-service tools.
• Lead Voice of Customer and journey initiatives to identify friction and influence product and support strategies.
• Collaborate with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care teams to infuse insights into development.
• Drive roadmaps, priorities, and successful delivery of digital capabilities and content.

Skills

Analytical skills

Excellent communication

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration, Marketing, Customer Experience, IT or related field

Tools

Jira

Microsoft 365

CMS platforms

Job description

PetSafe Brands seeks a Manager of Digital Support Experience in Knoxville to define and execute the digital customer support strategy across the product lifecycle. Lead a cross-functional team, overseeing digital support platforms, knowledge management, CMS, conversational AI, and Voice of Customer programs to improve satisfaction and self-service adoption.

The role partners with Product, Engineering, Brand, Ecommerce, and Customer Care to drive optimization, content governance, and AI-enabled