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Digital Customer Experience Manager

About QBS:
QBS (Quality Behavioral Solutions) provides evidence-based training for organizations supporting individuals with behavioral challenges. Our Safety-Care® program equips staff with trauma-informed strategies based on Applied Behavior Analysis (ABA) and Positive Behavior Interventions & Supports (PBIS) to create safer environments and manage challenging behaviors.

We serve schools, healthcare providers, and human services organizations, promoting humane, reinforcement-based approaches that reduce dangerous incidents, minimize restrictive interventions, and improve outcomes.

At QBS, we’re a passionate, growth-driven team committed to making a difference. Our values—find a way, love the mission, show you care, and do the right thing—guide everything we do.

Position Summary:

The Digital Customer Experience Manager will create and maintain a customer steering committee to guide how customers interact with QBS, prioritize and implement changes, and develop self-service systems to enhance customer experience and efficiency. This includes the QBS website, customer applications, and marketing systems. The Manager will be responsible for creating and maintaining a customer steering committee to guide how customers interact with QBS and developing self-service systems to enhance customer experience and efficiency. 

This role requires fluency in Salesforce, including Flows and Experience Cloud, along with expertise in customer engagement technologies. The ideal candidate will work closely with customer advocates to build seamless, impactful, and user-focused experiences. 

Key Responsibilities: 

Quality and Brand Alignment: 

  • Ensure customer portals maintain the highest quality standards, providing a seamless and intuitive user experience. 
  • Align all digital customer touchpoints with QBS brand guidelines and messaging. 
  • Oversee UX/UI design improvements to enhance usability and engagement. 
  • Regularly assess and optimize the performance of customer-facing platforms to meet evolving needs. 

Strategic Leadership: 

  • Develop and execute a comprehensive strategy for all customer-facing technology platforms. 
  • Lead cross-functional teams to design, implement, and enhance customer applications, marketing systems, and the QBS website. 

Customer Steering Committee: 

  • Establish and maintain a customer steering committee to gather insights and feedback on customer interactions with QBS. 
  • Work with committee members to identify opportunities for improvement and innovation. 

Self-Service Systems Development: 

  • Design and implement self-service systems that empower customers to manage their interactions with QBS more effectively. 
  • Enhance user experience by developing role-based access, a secure content library, and self-service account management capabilities. 

Technology Management: 

  • Maintain and enhance the QBS website, ensuring scalability, security, and alignment with marketing initiatives. 
  • Implement and optimize HubSpot and other digital marketing systems to support targeted campaigns and customer engagement. 

Team Leadership: 

  • Build and mentor a high-performing team focused on customer technology. 
  • Foster collaboration across departments, ensuring alignment on technology initiatives and customer-centric solutions. 

Reporting and Analytics: 

  • Develop dynamic reporting tools and dashboards to provide actionable insights. 
  • Enable customized reporting for customers and internal stakeholders to track performance and make informed decisions. 

Experience:  

  • Proven track record of managing customer-facing technology platforms and driving digital transformation. 
  • Minimum of 7 years in technology leadership roles, with a focus on customer engagement and self-service technology. 
  • Extensive experience with Salesforce, including Flows and Experience Cloud. 
  • Hands-on experience with HubSpot, digital marketing systems, and website management.  

Skills:  

  • Strong project management capabilities, including leading large-scale platform development. 
  • Exceptional communication and interpersonal skills to work effectively with internal and external stakeholders. 
  • Strategic thinking with the ability to translate business goals into technology solutions. 
  • Expertise in customer advocacy and user experience design. 
  • Familiarity with eLearning platforms and integration. 
  • Knowledge of best practices in digital security and data protection. 
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k) with company match
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Training & Professional Development

Average salary estimate

$100000 / YEARLY (est.)
min
max
$80000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Digital Customer Experience Manager, QBS, provider of Safety-Care

At QBS (Quality Behavioral Solutions), we're passionate about making a meaningful difference in the lives of individuals facing behavioral challenges. As our Digital Customer Experience Manager, you’ll play a pivotal role in enhancing how our customers interact with us. Your focus will be to establish and maintain a customer steering committee, allowing us to keep our offerings aligned with user needs. You’ll dive into managing and improving our website, customer applications, and marketing systems, ensuring they are user-friendly and in line with our brand values. Leveraging your expertise in Salesforce, particularly with Flows and Experience Cloud, you will lead cross-functional teams to create seamless experiences that enhance customer engagement. Your strategic mindset will enable you to develop self-service systems that empower our clients to easily manage their interactions with QBS. You’ll also oversee the implementation of HubSpot and adapt marketing systems for targeted campaigns. With at least seven years of experience in technology leadership, you will be challenging the status quo by leveraging insights from our customer steering committee and using data-driven decisions to optimize performance. If you're a proactive problem-solver with stellar project management skills and a genuine desire to make an impact, we can’t wait to meet you. Join us in our mission to foster safer environments, and help organizations flourish through our innovative approaches!

Frequently Asked Questions (FAQs) for Digital Customer Experience Manager Role at QBS, provider of Safety-Care
What responsibilities will a Digital Customer Experience Manager at QBS have?

As a Digital Customer Experience Manager at QBS, you'll be responsible for creating and managing a customer steering committee, developing self-service systems to enhance customer interactions, and optimizing our digital platforms. Your role includes overseeing UX/UI design improvements, ensuring brand alignment, and leading cross-functional teams to enhance customer applications, the QBS website, and marketing systems.

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What qualifications are required for the Digital Customer Experience Manager role at QBS?

To qualify for the Digital Customer Experience Manager position at QBS, you should have a minimum of seven years in technology leadership roles, particularly focusing on customer engagement and self-service technology. Expertise in Salesforce, including Flows and Experience Cloud, as well as hands-on experience with HubSpot and website management, is crucial for success in this role.

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How does QBS ensure quality and brand alignment in digital customer experiences?

At QBS, ensuring quality and brand alignment in our digital customer experiences involves regular assessments and optimizations of our platforms to provide a seamless and engaging user experience. The Digital Customer Experience Manager plays a key role in overseeing UX/UI design and aligning customer touchpoints with our brand guidelines and messaging.

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What skills are essential for the Digital Customer Experience Manager at QBS?

Essential skills for the Digital Customer Experience Manager role at QBS include strong project management abilities, exceptional communication skills, strategic thinking, expertise in user experience design, and strong familiarity with digital security best practices. You should also have experience with eLearning platforms and integration to effectively drive our digital strategy.

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What kind of training and development opportunities does QBS offer for the Digital Customer Experience Manager?

QBS offers comprehensive training and professional development opportunities for the Digital Customer Experience Manager role. We believe in continuous growth, and our team members have access to resources that help them improve their skills, enhance their knowledge, and stay updated with the latest trends in customer engagement and technology.

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Common Interview Questions for Digital Customer Experience Manager
How do you prioritize customer needs in your digital strategy?

To prioritize customer needs effectively, I would start by actively engaging with stakeholders through feedback mechanisms, such as surveys or focus groups. This insight would help me shape our digital strategy, ensuring it aligns with both user expectations and our business objectives.

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Can you describe your experience with Salesforce, particularly Flows and Experience Cloud?

I have extensive experience with Salesforce, having implemented various Flows to automate customer interactions and enhance efficiency. My work with Experience Cloud permitted me to create tailored user experiences that boost engagement and satisfaction across our digital platforms.

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What is your approach to managing a cross-functional team?

My approach to managing a cross-functional team emphasizes collaboration, clear communication, and shared goals. I ensure every team member understands the objectives and their specific roles, fostering an environment where everyone’s input is valued, leading to innovative solutions.

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How do you measure the success of digital customer experience initiatives?

To measure the success of digital customer experience initiatives, I would employ key performance indicators (KPIs) such as customer satisfaction scores, engagement metrics, and conversion rates. Regularly analyzing this data enables informed decisions on where to optimize our digital strategies.

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What role does user feedback play in your digital projects?

User feedback is crucial in my digital projects as it provides real insights into user expectations and pain points. By integrating this feedback through customer steering committees or surveys, I can ensure our digital solutions evolve in response to the actual needs of our users.

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How do you maintain brand alignment across digital touchpoints?

Maintaining brand alignment across digital touchpoints involves establishing clear brand guidelines and regularly auditing all customer-facing platforms. This ensures consistency in messaging, design, and overall user experience, reinforcing our brand identity in every interaction.

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Describe your experience with developing self-service systems for customers.

My experience with developing self-service systems includes designing user-friendly platforms that empower customers to manage their own interactions. I focus on creating intuitive interfaces that enable customers to access information and resolve issues autonomously, enhancing overall satisfaction.

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How do you stay updated with the latest trends in digital customer experience?

I stay updated with the latest trends by following industry publications, attending relevant conferences, and participating in webinars. Networking with peers and engaging in professional communities also provides valuable insights into emerging practices in digital customer experience.

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What strategies do you use for effective project management in digital initiatives?

Effective project management strategies I use include defining clear objectives, setting realistic timelines, and employing project management tools for tracking progress. Regular check-ins with the team ensure we remain aligned and can address any challenges that arise promptly.

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Can you give an example of a successful digital transformation project you've led?

In a previous role, I led a digital transformation project where we upgraded our customer engagement platform. By integrating advanced analytics and user feedback mechanisms, we enhanced user experiences significantly, leading to a 30% increase in engagement within the first quarter post-launch.

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QBS is an IT consulting firm that has stayed with its core values and we're proud of that. Unlike many of our competitors, our goal is not to be the biggest. Our goal is to be the best IT consulting firm in the Twin Cities. We want to continue to ...

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DATE POSTED
March 14, 2025

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