Senior Manager, Customer Experience

Role overview A senior manager is needed to lead a credit and refunds resolutions function within a large-scale customer experience operation. The role centers on developing and scaling an AI-integrated compensation decision capability that balances cost efficiency, customer outcomes, and long-term innovation across support and fraud domains. The position combines strategy, analytics, and people leadership, with regular cross-functional interaction across product, engineering, analytics, and operations partners.

Responsibilities - Shape and drive the strategy and vision for consumer resolutions and key cross-functional partnerships - Own key business results, present outcomes to senior leadership, and develop team members - Lead large-scale, multi-organizational initiatives that deliver step-function impact - Break down ambiguous problems, identify root causes, and implement scalable solutions - Partner with product, engineering, analytics, and operations teams to align priorities and deliver results - Use data and insights to identify opportunities, inform decisions, and optimize performance - Build and develop a high-performing team, coaching individuals toward next-level roles

Requirements - 8+ years of experience in strategy, management consulting, product, or a related field - Proven track record of leading cross-functional initiatives and delivering measurable results - Strong analytical skills with comfort using tools such as SQL or Excel - Experience managing and developing teams of two or more people, including building a leadership bench - Excellent interpersonal, relationship-building, and stakeholder influence skills - Bias for action with the ability to pivot quickly as new information emerges - Customer-focused mindset that optimizes for overall business and user outcomes