Customer Experience Get Journey Manager - Remote

Overview

We’re seeking a strategic and operationally rigorous Customer Experience Get Journey Manager to lead the end-to-end Get/Install experience from order capture and scheduling through technician/self-install, activation, and the first 90 days of service.

In Short

• Define the Get/Install + 90-day vision and north-star metrics.
• Build a 12–18-month roadmap with clear hypotheses and success metrics.
• Maintain a prioritized backlog based on quantified losses.
• Lead agile ceremonies and iterative delivery.
• Use customer and dispatch data to diagnose issues.
• Coordinate with various departments for readiness and alignment.
• Set OKRs and publish bi-weekly progress updates.
• Apply AI/automation to enhance operations.
• Monitor KPIs post-launch.
• Promote a customer-obsessed culture.

Requirements

• 6+ years in product/CX/operations.
• Fluency in ops & funnel analytics.
• Experience with AI/automation in operations.
• Strong cross-functional leadership skills.
• Ability to make decisions under time pressure.

Benefits

• Competitive medical, dental, vision, and life insurance.
• 401K plan with company match.
• Employee assistance program.
• Promotes overall wellness through various programs.
• Recognized as a Top Workplace.