Senior Manager Product, Customer Experience

Ashley Furniture Industries, LLC; Tampa (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Employee Assistance Program

Paid Time Off

Employee discount on home furnishings

Professional development opportunities

Tuition assistance

401(k) and profit sharing

Life Insurance

Job summary

Ashley Furniture Industries, LLC is seeking a Senior Manager, Customer Experience Product to drive CRM workflows, case management, IVR routing, and self-service enhancements. You will align customer pain points with data-driven requirements and partner with operations, technology, and care teams to deliver impactful product improvements.

You will translate insights into actionable backlog priorities, support releases, and measure impact on CSAT, NPS, and handle time while maintaining efficiency

Qualifications

• 4–7 years of experience in product management or customer experience 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-functionally 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).

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

SQL

Advanced Excel

Tableau

Power BI

Jira

Confluence

CRM (Salesforce Service Cloud)

Zendesk

APIs

Data analysis

Education

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

Tools

Salesforce Service Cloud

Zendesk

Genesys

NICE

Avaya

Cisco

Jira

Confluence

Job description

Build Your Career with Ashley Furniture- Where Innovation Meets Comfort

Who We Are

At Ashley, inspiring the love of home is at the heart of everything we do. As the world’s largest manufacturer of home furnishings, we’re more than a business — we’re a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry. If you’re ready to grow, you’ve come to the right place. With a true “Growth Mindset,” Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.

Summary

The Senior Manager, Customer Experience Product supports the development and execution of customer service and experience products, including CRM workflows, case management, IVR routing, self-service capabilities, and knowledge management. Reporting into the Customer Experience Product leadership team, this role partners closely with operations, technology, digital commerce, and customer care to deliver impactful product enhancements. You will translate customer pain points and service data into clear requirements, support backlog prioritization, and drive execution to reduce handle time, improve first contact resolution, and enhance the overall customer experience while maintaining operational efficiency.

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

Qualifications Required

Education

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

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-functionally 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)

Additional Qualifications (Preferred)

• 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)
• Experience supporting pilot programs or testing service improvements

Work Environment

This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation. The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment (PPE) such as safety glasses and steel‑toed boots. The fast‑paced environment involves time‑sensitive and safety sensitive operations and may include various shift schedules to support production and distribution needs.

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Time Off; increases with years of service
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Tuition Assistance
• Ashley Wellness Centers (location specific)
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values

• Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.
• (Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.
• Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.
• Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.
• Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.
• Customer‑Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.
• Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.

About

We are an Equal Opportunity Employer and provide a drug‑free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. This job description does not constitute a written or implied contract of employment. The company reserves the right to revise or change job duties and responsibilities as the need arises.

Notice to Search Firms

We are not seeking assistance or accepting unsolicited resumes from search firms. We will not pay any placement, referral or other fees to any search firms unless we have agreed otherwise in a valid, written agreement for the specific position posted and signed by an authorized representative of Ashley Furniture Industries.

• Please note this position is not eligible for current or future employment sponsorship. Candidates must be legally authorized to work in the United States without the need for visa sponsorship now or at any time in the future.