Senior Manager Product, Customer Experience

Freemotion from iFIT; Tampa (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, Dental, Vision, EAP

Paid Time Off

Employee Discount on home furnishings

Professional Development Opportunities

Tuition Assistance

Ashley Wellness Centers

401(k) and Profit Sharing

Life Insurance

Job summary

Ashley Furniture, the world’s leading home furnishings manufacturer, seeks a Senior Manager, Customer Experience Product to shape the development and execution of customer service and experience products across channels.

You will translate customer pain points into clear requirements, prioritize backlogs, and drive releases to reduce handle time and improve first contact resolution while preserving operational efficiency.

Qualifications

• Bachelor’s degree in Business, IS, CS, Engineering, or related field.
• 4-7 years in product management or CX roles.
• Experience improving CRM workflows and IVR routing.
• Strong data analysis using SQL and dashboards (Tableau/Power BI).
• Understanding contact center operations and service workflows.
• Experience delivering product releases with cross-functional teams.
• Familiarity with CRM platforms (Salesforce, Zendesk).
• Knowledge of APIs and data integrations.

Responsibilities

• Support 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

Case management

IVR routing

Self-service tools

SQL

Tableau

Power BI

Salesforce Service Cloud

Zendesk

Jira

Confluence

Cross-functional collaboration

Education

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

Tools

Salesforce Service Cloud

Zendesk

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 RequiredEducation

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

Experience

• 4-7 yearsof 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.

Interested in learning more about Ashley Furniture’s Community Engagement programs, Environmental Stewardship, or our Core Values, click the links below:

Corporate Social Responsibility

View Our Corporate Brochure

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.

We are not seeking assistance or accepting unsolicited resumes from search firms.

Important:This position may require additional verification of information provided during the application process. Applicants may be required to submit documentation to verify identity and employment eligibility.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.