Manager, Customer Experience Design

Flock Safety
United States
Workplace: RemoteFull timeUSD 100,000 - 120,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Stakeholder management","Facilitation","People management","Coaching","Program leadership"]

Lead the CX Design practice and manage a team to turn customer and operational insights into end-to-end, cross-channel support journeys. Own escalation design, AI-enabled support experiences across chat/voice/email/self-service, and govern a connected Help Center and AI knowledge system with clear quality standards and analytics. Drive high-impact CX transformation programs from scope through hypercare, including platform migrations, AI deployments, telephony, and Salesforce changes.

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FursaFursa
Flock Safety
Flock Safety
1 day ago

Manager, Customer Experience Design

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead the CX Design practice and manage a team to turn customer and operational insights into end-to-end, cross-channel support journeys. Own escalation design, AI-enabled support experiences across chat/voice/email/self-service, and govern a connected Help Center and AI knowledge system with clear quality standards and analytics. Drive high-impact CX transformation programs from scope through hypercare, including platform migrations, AI deployments, telephony, and Salesforce changes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Design end-to-end support journeys across channels to help customers resolve common needs quickly.
  • •Guide AI support across chat, voice, email, and self-service with useful, safe, measurable experiences and effective escalation/human handoffs.
  • •Establish governance for a Help Center and AI knowledge system, including ownership, quality standards, and analytics.
  • •Lead a CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.
  • •Provide delivery leadership for CX transformation programs spanning platform migrations, AI deployments, telephony, and Salesforce changes through hypercare.

Pay and Benefits

Salary: USD 100,000 - 120,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Design and improve complex cross-channel customer journeys and service blueprints, translating insight into prioritized roadmaps.
  • •Lead AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout.
  • •Facilitate and manage stakeholders, leading cross-functional programs from discovery through launch and continuous improvement.
  • •People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on.
  • •Experience in service design, product operations, or a related discipline in a fast-moving, technical, and collaborative environment is welcome.
Skills:Stakeholder managementFacilitationPeople managementCoachingProgram leadership

Company Brief

Flock Safety
Builds automated license-plate recognition cameras, AI video, gunshot-detection and drone systems plus investigative software to help law enforcement, cities, businesses and neighborhoods prevent and solve crime.
Industry: Surveillance & Security Hardware
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Atlanta, United States
Founded: 2017
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor