Senior CX Product Manager — Omnichannel Experience

Default Brand; Tampa (FL); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Health, Dental, Vision

Paid Time Off

Employee Discount

Professional Development

Tuition Assistance

401(k) and Profit Sharing

Life Insurance

Job summary

Ashley Furniture is hiring a Senior Manager, Customer Experience Product to lead the development and execution of CRM/workflow solutions across phone, chat, email, and web channels. You will translate customer pain points into clear requirements and drive delivery with operations, technology, and care teams.

You will shape the roadmap, help optimize case management, IVR routing, and self-service capabilities, while measuring impact on CSAT, resolution times, and efficiency in a fast-paced,

Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent experience
• 4–7 years of experience in product management or customer experience/service product roles
• Experience supporting improvements to CRM workflows, case management, IVR routing, or self-service capabilities
• Strong analytical skills with experience using data tools (SQL or advanced Excel) and dashboards (Tableau or Power BI)
• Understanding of contact center operations, including queues, escalations, and service workflows
• Experience working cross-functional to support product delivery and releases
• 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 (APIs, data flows, system connectivity)
• Hands-on experience with IVR routing updates and call flow design
• Background supporting high-volume, omnichannel customer care environments
• Experience improving self-service and digital support tools
• Exposure to continuous improvement methodologies (Lean, Six Sigma, ITIL)

Responsibilities

• Support execution of the Customer Experience Product roadmap across phone, chat, email, and web channels to improve reliability and customer satisfaction
• Translate customer insights and service data into user stories, requirements, and acceptance criteria
• Help design and optimize CRM case management workflows, including assignment rules, escalations, and knowledge base improvements
• Contribute to self-service capabilities (order tracking, returns, FAQs) and IVR routing updates to improve resolution and reduce contacts
• Partner cross-functionally with technology, operations, and customer care to support releases and remove roadblocks
• Analyze key service metrics (CSAT, NPS, first contact resolution, handle time, cost per contact) to identify opportunities and measure impact
• Assist in mapping customer journeys and identifying process improvements across the service experience
• Support testing efforts, UAT, and launch readiness to ensure smooth product rollouts
• Drive continuous improvement by streamlining workflows and supporting standardized processes
• Develop release notes, training materials, and support change management efforts to drive adoption

Skills

CRM workflows

IVR routing

Self-service tools

SQL

Tableau/Power BI

Agile methodologies

Cross-functional collaboration

Education

Bachelor’s degree in Business/IS/CS/Engineering

Tools

Jira

Confluence

Salesforce Service Cloud

Zendesk

Genesys

NICE

Avaya

Cisco

Power BI

Tableau

Job description

Ashley Furniture is hiring a Senior Manager, Customer Experience Product to lead the development and execution of CRM/workflow solutions across phone, chat, email, and web channels. You will translate customer pain points into clear requirements and drive delivery with operations, technology, and care teams.

You will shape the roadmap, help optimize case management, IVR routing, and self-service capabilities, while measuring impact on CSAT, resolution times, and efficiency in a fast-paced,