Senior Customer Experience Manager [Marketplace]

Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.
If you're an experienced customer experience leader who's ready to use data, storytelling and insights to drive our teams to improve users' lives, then this may be your dream job! As the Senior Customer Experience Manager for Upwork's Marketplace, you will lead our VoC function for Upwork's talent & freelancer marketplace. This will be a critical role developing our CX Center of Excellence.
Your Responsibilities:

• Strategic agility: digest, analyze and action our customer data to drive change within our Marketplace while maintaining flexibility and focus
• Group facilitation: facilitate and guide groups to share insights, identify customer issues and opportunities, and engage in co-creation of solutions
• Data analysis: Dive into data across sources, including our natural language processing vendor, unitQ, to identify themes at scale and get them to the right product owners
• Amplify the Voice of the Customer: passionate advocate who relentlessly ensures our customers are heard throughout the Marketplace business unit
• Make prioritized and compelling recommendations: Influence product roadmaps through compelling, data-driven storytelling and business cases, using operational, customer and financial data so outputs meet business needs and are strategically aligned.
• Empathetic storytelling: engage both the head and heart for our marketplace product leaders and teams, providing them the understanding they need to prioritize and accomplish CX goals.
• Closed-Loop methodologies: Educate and empower Marketplace teams to close-the-loop with our users, including issue resolution, prevention, and communication
• Systems thinker: zoom out to see the big picture and dive into the details when appropriate
• Design Thinker: Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way
• Design Capabilities - ability to create or co-create visual models to help bring the objective data from concept (or ideation) to reality, for stronger engagement and understanding
• Customer Journey Mapping: employ data and research to create Customer Journey Maps that help stakeholders "see" the gaps and opportunities in our experience today
• Track CX metrics: Measures results to ensure efforts are driving desired outcomes consistent with brand promise, and supports evolution to drive optimal experience

What it Takes to Catch our Eye:

• Certified Customer Experience Professional (CCXP)
• Proven track record driving positive change in a complex environment
• Understands and can teach CX methods and tools (ex. NPS, CES, closed-loop systems, journey mapping)
• Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority
• Growth mindset and a curiosity to lean into the latest industry data and best practices

The annual base salary for this position in California and Washington ranges from $119,000 - $193,000. The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.
Come change how the world works.
At Upwork, you'll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.
Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we've also got amazing benefits.
Check out our Life at Upwork page to learn more about the employee experience.
Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics...
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