Senior Manager of Customer Experience

Radar; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Radar is seeking a Sr. Manager of Customer Experience to lead a field-focused team delivering RADAR’s technology to retail locations in New York.

You will work closely with Product, Engineering and Solutions to align implementations with customer needs, drive adoption, and evolve deployment approaches. You will balance internal coordination with external stakeholders while setting operational standards and ensuring customer satisfaction.

Qualifications

• 4+ years in program management, process improvement, or related field.
• Experience with retail systems implementation or integration.
• Role requires strong customer-facing leadership and stakeholder management.

Responsibilities

• Own initiatives for customer implementations and relationships.
• Coordinate with Product, Engineering and Solutions teams.
• Drive operational standards and monitor deployment effectiveness.
• Translate retail feedback into strategic product and process enhancements.
• Lead cross-functional process improvement for deployment efficiency.

Skills

Analytical skills

Problem-solving

Retail tech experience

B2B relationships

Attention to detail

Cross-functional collaboration

Program management

Education

Bachelor's degree in Business/Technology

Tools

RFID

Computer Vision

Job description

• The Sr. Manager of Customer Experience will lead a team of field-focused professionals supporting the implementation, adoption, and evolution of RADAR’s technology in retail environments
• This role balances internal coordination with Product, Engineering, and Solutions, while also serving as a senior point of contact for external stakeholders
• The Sr. Manager drives operational standards, ensures customer satisfaction, and helps translate retail feedback into strategic enhancements
• In your first 30 days, you will:
• Review and digest information about RADAR’s implementation methodology and processes
• Meet with implementation teams to understand current approaches and challenges
• Visit customer locations to observe system deployment and configuration
• Learn about system optimization techniques and configuration options
• Build relationships with cross-functional team members involved in implementations
• Review customer feedback related to implementation efficiency
• Begin to understand key performance metrics for successful deployments
• In your first 60 days, you will:
• Begin leading customer meetings and customer-facing programs
• Develop project plans and success metrics for each customer
• Start developing best practices for system configuration and deployment
• Create documentation for optimized implementation processes
• Start collaborating with engineering and solutions on system and process improvements
• Begin supporting complex implementation issues with optimization recommendations
• Start monitoring implementation metrics to identify improvement opportunities
• Participate in implementation planning with optimization insights
• In your first 90 days, you will:
• Fully own initiatives for customer implementations and customer relationships
• Lead cross-functional process improvement efforts for deployment efficiency
• Create comprehensive configuration guides for different customer scenarios
• Begin measuring the impact of optimization initiatives on implementation success
• Provide regular insights to product and engineering teams on implementation improvements
• Identify and help resolve systemic implementation challenges
• Contribute to scaling strategies for enterprise customer deployments

This role requires someone who thrives in a hands-on environment, can manage high-stakes engagements, and fosters team development in a fast-paced, customer-driven organizationStrong analytical and problem-solving skillsExperience with retail technology implementation or retail operationsExperience owning B2B customer relationshipsStrong attention to detail and follow-throughAbility to collaborate effectively across technical and operational teams4+ years experience in program management, process improvement, or related fieldBackground in retail systems implementation or integrationExperience with RFID, computer vision, or similar technologiesExperience with data analysis and visualizationKnowledge of project management methodologiesBachelor’s degree in Business, Technology, or related fieldResearch has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don’t meet every single one. This list represents what we’re ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness