Manager, Customer Experience (CX) (Remote)

As a member of Bob’s growing Customer Experience practice, the Manager of Customer Experience solutions and implements strategic growth and operational initiatives to improve Bob's customer journey, working with other team members.This individual will report to the Director of Customer Experience, and partner with leaders from Customer Support, Delivery, Store Operations, Marketing, and IT, to help transform our leading customer experience. Leading and driving key CX metrics will be key to success in this role.At Bob’s, we have fun, we love what we do, and it shows in our expansive growth! Bob’s Discount Furniture is more than just a furniture store. We are one of the fastest growing omni-channel furniture retailers in the country with 165 stores in 24 states.At Bob’s we understand there are many companies you can choose to work for, so, along with exceptional opportunities for career growth we offer a fun team-oriented work environment and great benefits! Let us tell you more.Benefits & Perks- We’ve got you covered! We believe in supporting our employees and their families in the best ways possible is a top priority. We focus on three core wellness pillars: Emotional, Physical and Financial. Below are just some of the benefits that we offer:• Feeling under the weather, we’ve got you covered! We offer Nationally provided Medical, Dental and Vision Insurance• Paid Vacation, Personal Days, Sick Days, Holidays, work anniversary and your Birthday! After all, your birthday should be a holiday• 401(k) Profit Sharing Plan with a Generous Company match!• Pet Insurance to help keep your furry friends happy and healthy• Life insurance – Employer-paid basic Life Insurance, with the option to add Voluntary Life Insurance as well!• Financial Planning, Voluntary Legal Benefits and Wellness Plans• We already offer value priced furniture, but on top of that we offer a Generous Employee Discount starting on your 1st day!• Additional Employee Discounts through the “Hays Perks discount program” offering hundreds of online discounts from your favorite merchants.• And so much more!Culture and Core Values- At Bob's we have a set of core values that shape the decisions we make every day and help define our company culture. These values comprise what we call "The Bob's Way." Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability and Fun.DIVERSITY IS A CORE VALUE AT BOB’SAt Bob’s Discount Furniture, we want you to feel at home. Whether you’re shopping with us or a part of the Bob’s team, we want you to know that you are valued, appreciated, and free to be who you are.We are committed to creating a place as diverse as the communities we serve.Learn and Grow- We believe in developing our team members and helping them grow both personally and professionally! We promote Professional Development: In-person, virtually and offer an infinite library of on-demand classes in Workday Learning. We also offer Tuition Reimbursement as well as the BDF Education Foundation Scholarship Program open to employees and their dependents. Want to grow at Bob’s professionally? We look to promote from within our organization by having robust succession planning in place to ensure that our team members have the opportunity to advance their careers.This Role is for You If …• You’re a creative thinker who loves to solve big problems• You want to manage digital projects and build cool stuff that makes a differenceJob ResponsibilitiesCustomer Growth & Post-Order Support• Solution & configure ticketing and automation workflows in Bob’s Zendesk CRM platform to drive operational efficiencies, plus sales & CX outcomes• Partner with internal and third-party IT resources to integrate API and software solutions within Zendesk and Bob’s PowerBI reporting platform• Enhance customer messaging by optimizing channels including web chat, SMS, and Apple Messaging, working with Bob’s CX AI vendor, Quiq• Help lead Bob’s advancements in Generative AI to automate and personalize customer interactions with Bob’s industry-leading BobBot automated chatbot• Create customer-facing and internal FAQ content in Bob's Customer Support Portal (https://support.mybobs.com)• Monitor, analyze, and recommend CRM and workflow changes for continuous improvementVoice of Customer Program Management• Collaborate with operations teams to identify and address customer pain points, driving improvements in NPS and other key CX metrics, such as self-serve rate and contacts per order• Conduct in-depth analysis of customer feedback to uncover actionable insights and make data-driven recommendations for process improvements• Establish effective communication channels to disseminate customer feedback to stakeholders, fostering a culture of customer-centricityTraining & Adoption• Collaborate with internal human resource training teams to develop and deliver engaging content aimed at enhancing associate utilization, adoption, and overall success with Medallia, Zendesk, Quiq, and other tools in the CX tech stackContinuous Improvement & Optimization• Develop and implement strategic initiatives to enhance customer satisfaction and loyalty, ensuring alignment with overall business goals• Utilize data-driven insights to identify critical pain points, potential efficiency gains, and opportunities for enhancing functionality• Manage/groom the backlog of enhancements aligning with business objectivesQualifications• Expertise: 3+ years of SaaS platform, application administration role, or in a digital, marketing, or support operation role• Bookworm: Minimum of an Associate's or Bachelor's Degree in a relevant field, such as business management or technology• Tech-savvy and forward-thinking: A deep passion for working with cutting-edge technologies, embracing digital transformation• Highly driven: Possessing the initiative and motivation necessary to set priorities, adhere to timelines and navigate dynamic demands effectively• Customer-centric: Maintain a strong focus on delivering a world-class & fun experience for our customers• Multitasking master: Unparalleled organizational skills, managing multiple priorities with ease and efficiency.• Meticulous: Pays close attention to every detail, from grammar to design, while maintaining a broader perspective and focusing on the overall vision• Action-oriented: At Bob's, we embrace a "get it done" attitude where everyone contributes in multiple roles and drives results• Team player: Collaborates, communicates, and delivers successful initiatives• Tooled-up: Experience with Zendesk, Quiq, Medallia, or chatbots & voice bots a plus• Experienced in the retail industry (furniture category experience is a nice-to-have)Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:$72,000 - $90,000