Digital Support Experience Manager

radiosystemscorporation; Knoxville (TN); On-site; USD 110,000 - 170,000; Full time

Job summary

PetSafe Brands, the world leader in pet products, is seeking a Manager, 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 satisfaction, self-service adoption, and operational efficiency.

The Sr. Manager leads a cross-functional team and leverages analytics to translate insights into

Qualifications

• Bachelor's degree in Business Administration, Marketing, Customer Experience, Information Technology, or related field, or equivalent experience.
• Experience leading digital customer experience strategies across customer support, ecommerce, mobile, or connected product environments.
• Demonstrated experience applying customer journey mapping, Voice of Customer programs, UX principles, and digital content strategies to improve customer experiences.
• Experience implementing and optimizing digital support technologies, including knowledge management systems, CMS platforms, conversational AI, automation, and analytics solutions.
• Strong analytical skills with the ability to translate customer insights into strategic business recommendations and influence senior leadership

Responsibilities

• Develop and execute the Digital Support Experience strategy that improves customer satisfaction, increases digital self-service adoption, reduces customer effort, and delivers measurable business results.
• Own the digital support ecosystem , including support websites, knowledge management, content management systems (CMS), conversational AI, and self-service platforms, ensuring consistent and best-in-class customer experience.
• Lead Voice of Customer and customer journey initiatives by leveraging customer feedback, digital analytics, behavioral insights, and conversational analytics to identify friction points, recommend improvements, and influence product and support strategies.
• Partner cross-functionally with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care teams to integrate customer insights into product development, launch readiness, and ongoing customer experience improvements.
• Leverage analytics, AI, and automation technologies to optimize digital experiences, identify operational efficiencies, improve self-service performance, and provide executive-level insights and recommendations.
• Lead strategic digital initiatives by establishing roadmaps, managing priorities, overseeing project execution, and ensuring successful delivery of digital capabilities, content, and platform enhancements.
• Drive content strategy and governance to ensure support content is accurate, customer-centric, technically sound, and aligned with brand standards across all digital channels.
• Lead and develop the Digital Support Experience team , fostering collaboration, innovation, accountability, and continuous improvement while building organizational capability.

Skills

Digital strategy

Team leadership

Analytics

UX principles

Conversational AI

Education

Bachelor's degree in Business Administration, Marketing, Customer Experience, Information Technology, or related field

Tools

CMS platforms

Knowledge management

Analytics tools

Conversational AI

Job description

Job Type

Full time PetSafe Brands, formerly known as Radio Systems Corporation, is headquartered in Knoxville, TN. It has been named "The Marble City" and "Scruffy City", names we have embraced for our unique charm. We are the home of 1982 World's Fair and we boast of 21 craft breweries around the city (click here for the Ale Trail ). If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick of outdoor activities from walking, tubing, running, or biking in our Urban Wilderness . Knox County has an amazing public-school system, no state income tax, low property taxes and cost of living. We host Music and Shakespeare on the Square as well as Family Movie Nights on the Square during the summer months in downtown Knoxville.

Our Company:

PetSafe Brands is the world leader in pet products through our family of brands:Pet Safe® Brand, Sport DOG® Brand, Invisible Fence® Brand, Kurgo and Premier Pet. Pet Safe® Brand makes every product from leashes and harnesses to water fountains and and litter boxes. We have an ambitious goal of touching over 21 million pets, people, and communities around the world each year. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt to accommodating the "Not-So-Crazy Cat Lady" with all the entertaining toys and effective solutions she could ever imagine. We do this by creating a culture of enthusiasm, resilience, adaptability, and teamwork every day in the office. We work hard to be our community's employer of choice as we all live our purpose: We exist to unleash freedom for pet parents by keeping their pets happy, healthy and safe.

Summary of Position:

The Manager, Digital Support Experience is responsible for defining and executing the digital customer support strategy across the product lifecycle. This role partners closely with Product, Engineering, Digital, Brand, Ecommerce, and Customer Care to deliver seamless digital experiences that improve customer satisfaction, increase self-service adoption, reduce customer effort, and drive operational efficiencies. Leading a cross-functional team, this position oversees digital support platforms, knowledge management, content strategy, conversational AI, Voice of Customer programs, and customer journey optimization. The Sr. Manager leverages analytics and emerging technologies to transform customer insights into business improvements while influencing product design, digital experiences, and support strategies.

Responsibilities:

• Develop and execute the Digital Support Experience strategy that improves customer satisfaction, increases digital self-service adoption, reduces customer effort, and delivers measurable business results.
• Own the digital support ecosystem , including support websites, knowledge management, content management systems (CMS), conversational AI, and self-service platforms, ensuring consistent and best-in-class customer experience.
• Lead Voice of Customer and customer journey initiatives by leveraging customer feedback, digital analytics, behavioral insights, and conversational analytics to identify friction points, recommend improvements, and influence product and support strategies.
• Partner cross-functionally with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care teams to integrate customer insights into product development, launch readiness, and ongoing customer experience improvements.
• Leverage analytics, AI, and automation technologies to optimize digital experiences, identify operational efficiencies, improve self-service performance, and provide executive-level insights and recommendations.
• Lead strategic digital initiatives by establishing roadmaps, managing priorities, overseeing project execution, and ensuring successful delivery of digital capabilities, content, and platform enhancements.
• Drive content strategy and governance to ensure support content is accurate, customer-centric, technically sound, and aligned with brand standards across all digital channels.
• Lead and develop the Digital Support Experience team , fostering collaboration, innovation, accountability, and continuous improvement while building organizational capability.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Customer Experience, Information Technology, or related field, or equivalent experience.
• Experience leading digital customer experience strategies across customer support, ecommerce, mobile, or connected product environments.
• Demonstrated experience applying customer journey mapping, Voice of Customer programs, UX principles, and digital content strategies to improve customer experiences.
• Experience implementing and optimizing digital support technologies, including knowledge management systems, CMS platforms, conversational AI, automation, and analytics solutions.
• Strong analytical skills with the ability to translate customer insights into strategic business recommendations and influence senior leadership