Customer Experience Enjoy Journey Manager - Remote

Overview

As a Customer Experience Enjoy Journey Manager, you will lead the in-life customer experience for our Enjoy service, ensuring a seamless and flexible experience that enhances customer satisfaction and reduces churn.

In Short

• Define the Enjoy vision and north-star metrics.
• Build and maintain a 12–18-month roadmap across service performance and billing.
• Maintain a prioritized backlog based on customer pain points.
• Lead agile ceremonies and iterative delivery with cross-functional teams.
• Use data analytics to diagnose customer issues and improve satisfaction.
• Align with various departments to ensure readiness for changes.
• Set OKRs and publish bi-weekly progress updates.
• Tie improvements to business value.
• Experience in product, CX, or operations is preferred.
• Strong analytical and communication skills are essential.

Requirements

• 6+ years in product, CX, or operations experience.
• Fluency in analytics and billing/payment systems.
• Experience with AI/automation in workflows.
• Proven leadership and communication skills.
• Customer-obsessed and commercially savvy.
• Data- and AI-informed mindset.
• Collaborative and a change leader.

Benefits

• Competitive medical, dental, vision, and life insurance.
• 401K plan with company match.
• Employee assistance program.
• Paid time off programs promoting wellness.
• Commitment to diversity and inclusion.