Backyard Discovery is looking to hire a Consumer Experience Manager to support initiatives focused on collecting consumer feedback on products in the field and gathering consumer insights to improve processes and product changes that enhance the consumer product, delivery, and assembly experience. This role identifies trends from consumer feedback and experience to provide organizational feedback, determines root causes of issues, and partners internally with relevant stakeholders to develop meaningful solutions. The position will also develop strong product and internal process knowledge and play an integral role in improving product and services quality, expanding consumer service training, and generating business insights through direct consumer contact and cross-functional collaboration.
Essential Functions
Serve as a consumer advocate to internal product, engineering, logistics, and assembly departments by identifying consumer needs, product and service requirements, and opportunities for improvement.
Foster collaboration with Engineering, CAD, Product Development, Quality Assurance, Marketing, Sales, Logistics/Assembly and Consumer Service to establish, prioritize, and develop solutions.
Compile and manage consumer feedback from multiple sources into quantifiable reports, sharing insights and opportunities that support recommendations and action plans.
Work with Engineering and Product teams to develop ongoing consumer service and internal training.
Analyze consumer feedback and field issues to identify trends, determine root causes, and recommend improvements to the product, delivery, and assembly experience.
Serve as a product specialist and subject matter expert to the Consumer Service team.
Provide technical expertise for inbound inquiries related to product performance, capabilities, and consumer expectations through documentation, processes, and training.
Create, maintain, and disseminate product documentation within Consumer Service to support a best-in-class consumer experience.
Facilitate internal and Consumer Service training, including coordination of product launch and new product training.
Other Responsibilities as Requested
Answer direct inbound inquiries related to product performance, capabilities, and consumer expectations as needed.
Support cross-functional projects by producing data, building conclusions, proposing actions, and communicating recommendations.
Perform other duties and special projects as assigned to support business needs.