Senior Manager, Customer Experience Strategy & Operations

Ladders; United States; Remote; USD 147,000 - 205,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

AI transformation

Leadership

Cross-functional collab

Analytical skills

Change management

Customer service

Strategic operations

Job description

For our client, we are seeking a Senior Manager, Customer Experience Strategy & Operations to join the team of a leader in the Information Technology space.
This role will shape the operating model for a customer experience organization that is evolving alongside AI-enabled support. The ideal candidate will partner closely with senior CX leaders to set goals, improve workflows, and strengthen the way global support teams deliver high-quality service. This is a highly cross-functional role focused on operational excellence, team effectiveness, and using performance data to guide change.
Location: Remote
Compensation: $147,000 – $205,000 annually

Responsibilities

• 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

Qualifications

• 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

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• 100% medical, dental & vision insurance for employees
• 401(k) with employer match
• Parental leave up to 16 weeks at 100% pay
• Pet insurance
• In-office perks including lunch and snacks

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.