Senior CX Strategy & Operations, AI-Driven Global Support

Ladders; United States; Teletrabalho; USD 147 000 - 205 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

100% medical, dental & vision for员工

401(k) with employer match

Parental leave 16 weeks at 100% pay

Pet insurance

In-office perks including lunch andSn

Resumo da oferta

Ladders is seeking a Senior Manager for Customer Experience Strategy & Operations to help shape an AI-enabled support operating model. Remote role with global scope, partnering with senior CX leaders to set goals and improve workflows for high-quality service.

The role focuses on operational excellence, team effectiveness, and using performance data to guide change across global support teams. Compensation reflects senior leadership in CX.

Qualificações

• 5-7 years of strategic and operational experience in a fast-paced environment.
• Recent involvement in AI transformation initiatives.
• Strong analytical skills with the ability to diagnose operational issues.
• Proven leadership experience in team development and performance management.
• Ability to influence cross-functional teams without direct authority.
• High standards for customer service and accountability.

Responsabilidades

• Set organizational goals and measure progress with senior CX leaders.
• Define collaborative workflows between specialists and AI agents.
• Revamp performance incentives to reward AI learning contributions.
• Manage global support schedules and ensure quality service.
• Develop training programs for specialists to adapt to AI integration.
• Implement operational changes based on AI performance insights.
• Build a strong team across various CX functions.

Conhecimentos

AI transformation

Leadership

Cross-functional collab

Analytical skills

Change management

Customer service

Strategic operations

Descrição da oferta de emprego

Ladders is seeking a Senior Manager for Customer Experience Strategy & Operations to help shape an AI-enabled support operating model. Remote role with global scope, partnering with senior CX leaders to set goals and improve workflows for high-quality service.

The role focuses on operational excellence, team effectiveness, and using performance data to guide change across global support teams. Compensation reflects senior leadership in CX.