Senior Manager of Customer Engagement

Pair is seeking a dynamic and experienced Sr. Manager of Customer Engagement to lead and shape our company's customer relations strategies. As the custodian of our customer-centric approach, the role will play a pivotal role in enhancing customer satisfaction, loyalty, and brand perception. The ideal candidate will possess strong leadership, planning, and analytical skills, along with a genuine passion for delivering exceptional customer experiences. 

What You’ll Do:

• Develop and execute company-wide initiatives for customer relations and brand loyalty.
• Establish clear and measurable objectives for enhancing overall customer experience.
• Oversee implementation of quality analysis processes for consistent service delivery.
• Lead creation of comprehensive training programs for customer-facing teams.
• Develop and monitor key performance indicators (KPIs) to track progress.
• Establish effective mechanisms for collecting, analyzing, and acting upon customer feedback.
• Collaborate with Marketing, Sales, and Product teams to impact the customer journey.
• Foster a culture of customer-centricity through employee engagement.
• Stay abreast of industry trends and best practices for continuous innovation in customer experience.

Who You Are:

• Dynamic and experienced customer experience professional.
• Proven track record in leadership roles focused on enhancing customer experiences.
• Strong analytical and problem-solving skills.
• Exceptional communicator with excellent interpersonal abilities.
• Passion for delivering exceptional customer experiences.
• Ability to drive cultural change towards customer-centricity.

Need to Have:

• Bachelor's degree in Business, or related field; preferably in contact center Customer Service and/or Training/Quality.
• Proven track record in leadership roles focused on customer experience enhancement.
• Strong analytical and problem-solving skills with the ability to interpret data and insights into actionable strategies.
• Exceptional communication and interpersonal skills to engage and influence cross-functional teams.
• Experience in developing and implementing quality assessment methodologies and action plans.
• Demonstrated ability to design and execute effective training programs.
• Proficiency in utilizing CRM systems and other relevant tools.
• Passion for customer advocacy and a deep understanding of customer behavior and expectations.
• Excellent organizational skills with the ability to manage multiple projects simultaneously.
• Proven ability to drive cultural change towards customer-centricity within an organization.

Nice to Have:

• Experience with Zendesk, Medallia/Stella, and other CX tools is a plus.
• Experience Looker or Tableau is a plus.  

Some Benefits and Perks of Working At Pair:

• Health, vision and dental insurance
• Generous vacation policies
• Competitive salaries with equity opportunities
• Retirement savings plan options
• Free eyewear (plus discounts for family and friends)

At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $125,000 - $145,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.