Customer Experience Join Journey Manager - Remote

Overview

We’re seeking a commercially savvy, customer-obsessed Customer Experience Join Journey Manager to lead the Join (Learn & Buy) experience from service eligibility and plan selection through checkout, appointment scheduling, and handoff to install.

In Short

• Define the Join journey vision and north-star metrics.
• Build a 12–18-month roadmap across various customer journey stages.
• Maintain a prioritized backlog based on funnel losses.
• Lead agile ceremonies and iterative delivery with cross-functional teams.
• Use data insights to diagnose and improve customer experience friction.
• Partner with various departments for collaboration on projects.
• Set OKRs and publish bi-weekly progress updates.
• Drive improvements tied to business value.
• Utilize various analytical tools for insights.
• Focus on customer satisfaction and conversion metrics.

Requirements

• 6+ years in product, CX, e-commerce, or sales journey ownership.
• Strong fluency in funnel analytics and experimentation.
• Experience deploying AI/automation in workflows.
• Proven cross-functional leadership and communication skills.

Benefits

• Competitive compensation and comprehensive benefits.
• 401K plan with company match.
• Medical, dental, vision, and life insurance.
• Employee assistance program.
• Focus on overall wellness and work-life balance.