Digital Support Experience Leader

Radio Systems Corporation

Knoxville (TN)

On-site

USD 95,000 - 150,000

Full time

8 days ago

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K match

Dog-friendly workplace

Job summary

PetSafe Brands, headquartered in Knoxville, TN, seeks a Manager of Digital Support Experience to define and execute the digital customer support strategy across the product lifecycle. This role partners with Product, Engineering, Digital, Brand, Ecommerce, and Customer Care to deliver seamless digital experiences that improve customer satisfaction and self-service adoption.

You will lead initiatives leveraging analytics, AI, and automation to optimize digital experiences and drive operational

Qualifications

Bachelor’s degree in Business Administration, Marketing, Customer Experience, Information Technology, or related field.
Experience leading digital customer experience strategies across support, ecommerce, mobile, or connected products.
Demonstrated experience applying customer journey mapping, Voice of Customer programs, UX principles, and digital content strategies.

Responsibilities

Develop and execute the Digital Support Experience strategy across the product lifecycle.
Own the digital support ecosystem including CMS, knowledge management, and self-service platforms.
Lead Voice of Customer initiatives to identify friction points and drive improvements.
Partner with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care to integrate insights into product development.
Lead roadmaps, priorities, and deliverables for digital capabilities and content improvements.
Drive content strategy and governance to ensure accurate, customer-centric support content.