Digital Support Experience Leader

Kurgo; Knoxville (TN); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) match

Onsite health clinic and gym

Job summary

PetSafe Brands in Knoxville, TN seeks a Digital Support Experience Manager to define and execute digital customer support across the product lifecycle. You will lead cross-functional teams to deliver seamless digital experiences, improve self-service adoption, and drive efficiencies.

The role emphasizes analytics, AI, and content governance to enhance customer journeys. The position reports to the Customer Care leadership and partners with Product, Engineering, Digital, Brand, and Ecommerce to

Qualifications

• Bachelor's degree or equivalent experience in business, marketing, IT, or related field.
• Proven experience leading digital customer experience strategies across digital channels.
• Experience with knowledge management, CMS, conversational AI, automation, and analytics.

Responsibilities

• Define and execute the Digital Support Experience strategy to improve CSAT and self-service adoption.
• Own the digital support ecosystem, including knowledge management and CMS platforms.
• Lead Voice of Customer initiatives using feedback, analytics, and conversational data.
• Partner with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care to inform product and support decisions.
• Drive roadmaps, priorities, and successful delivery of digital capabilities and content.
• Oversee content governance to ensure accuracy and customer-centric materials.
• Leverage AI, automation, and analytics to enhance digital experiences and efficiencies.
• Build and develop the Digital Support Experience team.

Skills

Digital strategy

Leadership

Voice of Customer

CMS knowledge

Analytics

Education

Bachelor's degree in Business Administration, Marketing, IT, or related field

Tools

Jira

Microsoft 365

CMS platforms

Job description

PetSafe Brands in Knoxville, TN seeks a Digital Support Experience Manager to define and execute digital customer support across the product lifecycle. You will lead cross-functional teams to deliver seamless digital experiences, improve self-service adoption, and drive efficiencies.

The role emphasizes analytics, AI, and content governance to enhance customer journeys. The position reports to the Customer Care leadership and partners with Product, Engineering, Digital, Brand, and Ecommerce to