Asurion
Senior Manager Customer Excellence - Retail
US-Work at Home · Senior
Sponsorship not specifiedDetected 67 days ago
Stakeholder ManagementLeadershipCommunicationMentoring
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odds of building a lasting career here
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Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- Senior Manager, Customer Excelle nce - Retail
- The Senior Manager, Customer Excellence will lead the design, launch, and ongoing management of a new end-to-end customer experience (CX) program for the UBIF retail business. Serving as the chief advocate and architect of a customer-centric culture, this leader sets strategy, builds coalitions, develops talent, and drives organizational change to embed CX
Responsibilities
- define what matters and why, and ensure teams act on customer insights to deliver prioritized, measurable improvements.
- identify friction points that risk loyalty and revenue, and lead cross-functional decisions and trade-offs to improve them.
- drive adoption through field partnerships, hiring, training, and performance management.
- Lead change management and frontline enablement for CX initiatives
- Build executive alignment on CX priorities
- Lead cross-functional workstreams with Product, Marketing, and Technology to ensure customer standards are reflected in tools, decisions, and experiences.
- Set the strategic agenda for CX measurement; define what matters and why, and ensure teams act on customer insights to deliver prioritized, measurable improvements.
- Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue, and lead cross-functional decisions and trade-offs to improve them.
- Lead change management and frontline enablement for CX initiatives; coach field and store leaders and serve as a visible champion of customer-centric culture.
- Build executive alignment on CX priorities; craft business cases grounded in customer and business outcomes and influence senior leaders to invest in and sustain improvements.
Nice to have
- Set the strategic agenda for CX measurement
- Assess and prioritize end-to-end customer journeys across retail and digital touchpoints
- coach field and store leaders and serve as a visible champion of customer-centric culture.
- craft business cases grounded in customer and business outcomes and influence senior leaders to invest in and sustain improvements.
- set test-and-learn agendas, interpret results, and embed customer-centric practices in operations and leadership behaviors.
- Bachelor's degree in Business, Marketing, Operations, or related field
- advanced degree preferred.
- Proven experience leading organizational change and influencing without authority across complex, matrixed environments
Benefits
- Competitive pay and benefits including health, dental, and vision
- Retirement savings plan
- Continuing education support
- Design and launch the UBIF customer experience program, defining vision, operating model, governance, and a scalable roadmap that optimizes customer and business impact.
- Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery, ownership, and continuous learning to resolve complex issues and prevent recurrence.
- Champion continuous improvement and learning
- Education and Experience
- Strategic CX leadership: ability to set a clear vision, make complex trade-offs, and align the organization around CX as a competitive priority.
Company info
- Ongoing training to grow your skills
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