District Experience Leader

Zum Services, Inc; United States; Remote; USD 115,000 - 145,000; Full time

Job summary

Zūm Services, Inc. is seeking a Customer Experience Manager in the United States to own district relationships after contract signing.

You will work closely with district directors, operations, and sales to ensure commitments are met, risks are managed, and renewals are positioned for success. The role requires a strong bias for action, exceptional communication, and the ability to travel up to 80% regionally.

Qualifications

• 5+ years in customer experience, account management, or district-level roles in student transportation, logistics, SaaS, or similar service-critical field.
• Strong presentation skills, with experience building executive-ready materials to district leaders or boards.
• Proven ability to coordinate with operations teams and drive cross-functional work to completion.
• Exceptional organization and follow-through, with the ability to manage multiple districts and deadlines at once.
• Fluency with customer data, turned into weekly action.
• Exceptional written and verbal communication.
• Willingness to travel up to 80% within the region.

Responsibilities

• District partnership: Be the day-to-day contact for assigned districts and build trusted relationships.
• Presentations and reporting: Deliver business reviews, launch decks, and leadership presentations.
• Execution with Operations: Partner with regional Operations to convert district requests into action.
• Direct follow-up: Communicate back to districts with timelines and status updates.
• Escalations: Identify gaps and route to Operations, Technology, or Finance; inform VP on high-risk accounts.
• Retention: Monitor health and sentiment, flag churn risk, and support account plans with the VP.
• Renewals and growth: Prepare renewal materials and support rebids and expansions.
• Onboarding: Coordinate district launch activities and readiness checks.
• Technology adoption: Train district staff on the Zūm CMX platform and drive usage.
• Metrics and reporting: Track KPIs and turn insights into weekly actions.
• Voice of customer: Share recurring themes with Product, Tech, and Operations.

Skills

Customer experience

Presentation skills

Cross-functional coordination

Organization & follow-through

Data-driven insights

Written & verbal communication

Travel willingness

Education

Bachelor’s degree or equivalent experience

Job description

Zūm Services, Inc. is seeking a Customer Experience Manager in the United States to own district relationships after contract signing.

You will work closely with district directors, operations, and sales to ensure commitments are met, risks are managed, and renewals are positioned for success. The role requires a strong bias for action, exceptional communication, and the ability to travel up to 80% regionally.