Sr Manager, Customer Experience

Position Purpose:

The Sr. Manager of Customer Experience (CX) is a visionary leader tasked with architecting the future of our End-to-End Services Installation journey. Moving far beyond traditional models, you will serve as a strategist for our three-year capability roadmap, defining the breakthrough innovations required to dominate the market. By conducting deep-dive competitor research and benchmarking, you will identify ''what good looks like'' across the industry, transforming those insights into a differentiated, world-class service ecosystem that harmonizes the experience for customers, associates, and providers alike.

We are seeking a high-level strategist who balances the empathy of a CX champion with the technical rigor of a Customer Experience and Product mindset to build the next generation of scalable software solves. You will shape an AI revolution within the organization, teaching and coaching your team to leverage Generative AI to supercharge research and insights. More importantly, you will define end-to-end solutions powered by Agentic AI, creating autonomous, intelligent experiences that anticipate needs and solve complex installation challenges at scale. This is your opportunity to mentor a high-performing team and design the future of Services through innovation and cutting-edge technology.

Key Responsibilities:

• 10% - Competitive and Market Intelligence - Stay abreast of external developments (including innovations and strategies of notable competitive and non-competitive retailers) to identify opportunities and threats. Leverage internal/external research to develop insights/solutions, create compelling documents to communicate to executive audiences
• 20% - Leadership - Oversee the career development and day-to-day efforts of Analysts and Sr. Analysts on the team
• 15% - Planning Process - Address business problems by structuring issues and prioritizing analyses. Present readouts and work materials to senior leadership teams.
• 55% - Strategic Projects - Lead one or more interconnected strategy and operational execution projects, including overseeing the efforts of junior team members. Collaborate with business partners by driving cross-functional initiatives and serving as a thought-partner for top priority topics

Direct Manager/Direct Reports:

• This Position typically reports to the Sr Director
• This Position has 5 Direct Reports

Travel Requirements:

• Typically requires overnight travel less 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be at least 18 years old
• Must be legally permitted to work in the United States

Preferred Qualifications:

• AI Innovation & Mentorship: Hands-on experience with Generative and Agentic AI frameworks; demonstrated ability to coach and develop teams to leverage AI tools for accelerated research and the creation of scalable software solutions.
• Advanced Strategic Education: MBA or advanced degree in Business, Finance, CX, Product, or Technology.
• Product-Led Leadership: 5+ years of leadership experience in Product Management, Service Design, or Strategic CX within a complex service industry-ideally with a focus on end-to-end installation or field service ecosystems.
• Strategic Foresight & Benchmarking: Proven track record of conducting deep competitor landscape research and market teardowns to define 3-year strategic roadmaps and multi-year capability enhancements.
• High-Impact People Management: 5+ years of experience leading high-performing teams, with a focus on delivering measurable growth, fostering a ''product mindset,'' and driving accountability through advanced data storytelling and quantitative metrics.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a master's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 6

Preferred Years of Work Experience:

• 3

Minimum Leadership Experience:

• 3

Preferred Leadership Experience:

• 3

Certifications:

• None

Competencies:

• Decision Quality
• Collaborates
• Drives Engagement
• Ensures Accountability
• Manages Complexity
• Plans and Aligns
• Communicates Effectively
• Customer Focus
• Develops Talent
• Strategic Mindset