Sr. Customer Experience Manager (US)

Ladders; United States; Remote; USD 113,000 - 126,000; Full time

Job summary

Ladders is seeking a Sr. Customer Experience Manager (US) to lead customer experience research and measurement, turning insights into actions that improve stakeholder interactions. The role partners cross-functionally to influence decisions and drive data‑driven outcomes.

Location: Remote - US based candidates only, no visa sponsorship available. Compensation: $113,000 – $126,000 annually. You will coach others, apply advanced analytics, and ensure CX work supports strategic priorities and

Qualifications

• 7 years of hands-on experience in marketing research and customer experience measurement.
• Ability to influence business objectives to enhance CX.
• Strong analytical skills with a data-driven approach.
• Apply insights to strategic and operational challenges.

Responsibilities

• Influence team members to adopt different perspectives and address objections.
• Oversee quantitative and qualitative research projects, providing direction and coaching.
• Resolve complex issues through in-depth data evaluation.
• Integrate best practices across disciplines and apply advanced technical skills.
• Ensure the quality and effectiveness of customer interactions for stakeholders.

Skills

Stakeholder influence

Data analysis

Data-driven decision making

Cross-functional collaboration

Education

Bachelor's degree in business, mathematics, or sciences

Tools

Excel

PowerPoint

Power BI

Job description

For our client, we are seeking a Sr. Customer Experience Manager (US) to join the team of a leader in the Technical Services space.

This role will own customer experience research and measurement efforts, translating quantitative and qualitative insights into practical actions that improve stakeholder interactions. The position will partner cross-functionally to influence decision-making, strengthen customer outcomes, and address complex issues with a data-driven lens. The manager will also coach others on best practices, apply advanced analytical skills, and help ensure customer experience work supports both strategic priorities and day-to-day execution.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $113,000 – $126,000 annually

Responsibilities

• Influence team members to adopt different perspectives and address objections
• Oversee quantitative and qualitative research projects, providing direction and coaching
• Resolve complex issues through in-depth data evaluation
• Integrate best practices across disciplines and apply advanced technical skills
• Ensure the quality and effectiveness of customer interactions for stakeholders

Qualifications

• 7 years of hands-on experience in marketing research and customer experience measurement
• Proven ability to influence business objectives to enhance customer experience
• Strong analytical skills with a data-driven approach
• Capability to apply insights to both strategic and operational challenges
• Expertise in Excel, PowerPoint, and Power BI
• Bachelor's degree in business, mathematics, or sciences

Benefits

• Benefits start on Day 1
• Retirement plan matching
• Flexible paid time off
• Wellness support programs
• Parental and caregiver leaves
• Fertility and adoption support
• Continuous development support programs
• Employee assistance programs
• Commitment to allyship and inclusion
• Employee recognition programs

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.