Senior CX Product Leader: Elevate Customer Experience

Ultipro; Tampa (FL); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health benefits

Dental

Vision

PTO

Employee discounts

Professional development

Tuition assistance

Wellness centers

401(k) plan

Life insurance

Job summary

Ashley Furniture Industries in Tampa, FL seeks a Senior Manager for Customer Experience Products to guide CRM workflows, case management, IVR routing, self-service and knowledge management initiatives.

Reporting to the Customer Experience Product leadership team, you will translate customer pain points into clear requirements, help prioritize backlogs, and drive releases to reduce handle time and improve first contact resolution while maintaining efficiency.

Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent experience.
• 4–7 years of product management or customer experience roles.
• Experience supporting CRM workflows, case management, IVR routing, or self-service capabilities.
• Strong analytical skills with SQL or advanced Excel and dashboards (Tableau or Power BI).
• Understanding of contact center operations and workflow management.
• Experience with CRM platforms such as Salesforce Service Cloud or Zendesk.
• Familiarity with contact center/IVR platforms (Genesys, NICE, Avaya, Cisco).
• Experience with Agile tools such as Jira and Confluence.
• Working knowledge of integrations (API, data flows).

Responsibilities

• Support execution of the Customer Experience Product roadmap across phone, chat, email, and web channels.
• Translate customer insights into user stories, requirements, and acceptance criteria.
• Design and optimize CRM case management workflows.
• Contribute to self-service capabilities and IVR routing updates.
• Partner cross-functionally to support releases and remove roadblocks.
• Analyze service metrics (CSAT, NPS, FCR, handle time, cost per contact).
• Map customer journeys and identify process improvements.
• Support testing efforts, UAT, and launch readiness.
• Drive continuous improvement by streamlining workflows.
• Develop release notes, training materials, and change management.

Skills

Analytical thinking

Cross-functional collaboration

Agile methodologies

Project management

Education

Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or related field

Tools

Jira

Confluence

Salesforce Service Cloud

Zendesk

Genesys

NICE

Avaya

Cisco

SQL

Excel

Tableau

Power BI

Job description

Ashley Furniture Industries in Tampa, FL seeks a Senior Manager for Customer Experience Products to guide CRM workflows, case management, IVR routing, self-service and knowledge management initiatives.

Reporting to the Customer Experience Product leadership team, you will translate customer pain points into clear requirements, help prioritize backlogs, and drive releases to reduce handle time and improve first contact resolution while maintaining efficiency.