Digital Support Experience Leader

Radio Systems Corporation-US; Knoxville (TN); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision

401K match

Dog-friendly office

Job summary

PetSafe Brands, headquartered in Knoxville, TN, seeks a Manager of Digital Support Experience to lead the strategy across the product lifecycle. This role partners with Product, Engineering, Brand, Digital, Ecommerce and Customer Care to drive self-service adoption and improved customer satisfaction.

You will manage content governance, leverage analytics, and lead a team to deliver AI-enabled support improvements.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, IT, or related field.
• Experience leading digital customer experience strategies across customer support, ecommerce, mobile, or connected product environments.
• Experience applying customer journey mapping, VOC programs, UX principles, and digital content strategies.

Responsibilities

• Develop and execute the Digital Support Experience strategy to improve customer satisfaction and digital self-service adoption.
• Own the digital support ecosystem including CMS, knowledge management, and self-service platforms.
• Lead Voice of Customer and customer journey initiatives to identify friction points and influence product and support strategies.

Skills

Strategic planning

Digital customer experience

Voice of Customer

Cross-functional collaboration

Analytics

Education

Bachelor’s degree

Tools

Jira

Microsoft 365

CMS platforms

Job description

PetSafe Brands, headquartered in Knoxville, TN, seeks a Manager of Digital Support Experience to lead the strategy across the product lifecycle. This role partners with Product, Engineering, Brand, Digital, Ecommerce and Customer Care to drive self-service adoption and improved customer satisfaction.

You will manage content governance, leverage analytics, and lead a team to deliver AI-enabled support improvements.