The Opportunity
:The Sr. Manager Customer Experience, US Market will lead global operations of Customer Experience for the US School Market. This leader will be responsible for managing the daily account management process with schools directly, while leading all aspects of a high performing operational team including coaching and motivating a team, developing innovative processes, removing obstacles and leveraging data points to ensure goals are exceeded and opportunities are embraced.
This position requires a forward-thinking, creative and innovative leader with a growth mindset. This leader will execute strategies that deliver a consistent and top notch customer experience for Apply Board end-users, and will leverage their deep understanding of the US B2B / B2C Market to improve customer engagement.
What you’ll be doing every day:
Leadership
Lead and scale a global support organization, managing inbound and outbound activity across multiple time zones and languages.
Motivate and drive team engagement; align with company vision; advocate for morale and retention to cultivate committed, high-performing team members.
Coach, support, and monitor individual and team performance; identify development opportunities and implement continuous learning and enablement programs.
Build, coach, and advance a high-performing global team; implement structured onboarding, ongoing coaching, career development, succession planning, and psychological safety.
Foster a culture of continuous learning and enablement with scalable training programs, certifications, and knowledge sharing.
Collaboration
Exhibit a positive, engaging, and goal-oriented management style; work effectively with cross-functional teams.
Share best practices across operational teams to foster a #One Team mindset and cross-functional learning.
Lead cross-functional initiatives with Sales, Marketing, Product, Technology, and Education Partnerships to reduce friction and accelerate time-to-value for customers.
Customer Engagement
Improve customer engagement by understanding customer goals; develop strategies that align Apply Board with customer needs and streamline workflows to position the US as the market of choice.
Manage relationships with educational institutions and partner networks; nurture programs that support partner success and retention.
Travel to regional teams and key customers as required to support deployments, training, and stakeholder alignment.
Market Expert
Represent the US market internally and externally; communicate with influence, set vision, and provide direction to stakeholders including VP level and above.
Has a deep understanding of U.S. visa norms and immigration regulations, including F-1/J-1 visas.
Data-Driven Excellence and Technology Adoption
Apply a data-driven approach and industry best practices to identify practical solutions and define a clear path to successful implementation.
Build and maintain robust customer health KPIs and dashboards; set aspirational targets and ensure accountability.
Ensure timely delivery of the Apply Board platform experience by coordinating with customers, sales, marketing, product, and technology teams.
Leverage technology and tools with a growth and scalability mindset; define adoption strategies in collaboration with Product and other stakeholders.
Systems and tools mapping and integration: map end-to-end CX systems landscape; lead large-scale integrations, API strategies, data flows, data models, and data quality initiatives.
Drive a data-centric culture by collecting, normalizing, analyzing customer feedback, support data, product telemetry, and market trends to surface opportunities.
Maintain a deep understanding of AI capabilities, trends, and practical CX applications in order to implement AI-assisted solutions to scale the organization.
Strategy and Ownership
Represent the voice of the customer to leadership and influence product and platform decision-making to prioritize customer impact in roadmaps.
Develop and execute a comprehensive customer experience strategy, including end-to-end support design, self-serve enablement, in-product guidance, and multi-channel support.
Design scalable processes…
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