• Serve as the product and workflow expert for Employee Service in the post-sale org • Guide customers on best practices across ITSM/ITAM and broader ES use cases to ensure rapid adoption and measurable operational improvements • Connect ES adoption to business outcomes driving quantifiable value for customers • Lead workshops, success planning sessions, and value reviews focused on internal service maturity, workflow optimization, and ES capability expansion • Provide practical, actionable guidance to service leaders, IT administrators, HR/People Ops partners, and cross-departmental stakeholders • Act as the ES subject matter expert within account teams, helping Core CSMs identify risks, accelerate adoption, and elevate the customer’s internal service strategy • Support customers with expansion of additional ES use cases and internal service functions • Influence, develop, and help deliver 1:many digital engagement motions including webinars, campaigns, office hours, and self-serve content in partnership with Digital Programs • Partner with CX Enablement and CX Programs to ensure Core CSMs, Services, and internal teams have the knowledge, playbooks, and collateral to support ES customers effectively • Contribute to improving internal and customer-facing ES documentation, guides, and best practice materials • Work closely with Professional Services during onboarding to ensure ES requirements, SLAs, workflows, and cross-departmental needs are clearly defined • Partner with Product by providing insights, prioritized customer feedback, and trends that help shape the evolving ES roadmap • Collaborate with Sales and Renewals to help customers realize value that strengthens retention and expansion • Act as a voice of the customer for Employee Service needs and improvements • Highlight ROI through data-led insights, benchmarking, and operational storytelling • Support Quarterly Business Reviews or value sessions to demonstrate adoption progress and outcomes tied to ES use cases

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency • Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact • Build and validate proof-of-concepts before committing engineering resources to full-scale development • Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies • Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions • Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies • Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs • Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria • Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization

• Support coach-client assignments as part of the welcome call cadence for all new VIP clients with oversight from the Customer Success Manager. • Field general how-to questions about the program and onboarding requirements post-sale (received via email, phone, and text messages, primarily). • Work closely with the internal WarriorBabe team to support any client issues and escalations. • Proactively identify clients who may benefit from additional WarriorBabe programs, services, or support offerings and facilitate warm handoffs to the appropriate team. • Support client retention initiatives by helping clients stay engaged, overcome onboarding barriers, and maintain momentum toward their goals. • Contribute to renewal and ascension efforts by identifying opportunities for clients to continue their journey within the WarriorBabe ecosystem while maintaining a client-first approach.

Role Description We're looking for a Senior Manager of Customer Experience to lead our Tier I and Social Support operations across a globally distributed team of 35+ agents and 4 Team Leads. This role is for a self-sufficient, fast-moving operator who can manage a large team, drive automation across our CX tech stack, and protect brand trust in public-facing channels — all without needing hand-holding. You'll report to the Director of Customer Experience and serve as both an operational leader and a strategic partner across the business. Responsibilities - Team Leadership & Operations - Lead and develop Team Leads and agents across Tier I email and Social Support globally - Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics - Act as the primary escalation point for complex or high-risk customer issues - Drive process improvements that improve both the customer and agent experience - Manage vendor and recruiting partner relationships, including quality oversight and performance - Own onboarding and training program development — not just coaching through leads, but building the curriculum - Lead incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure - Automation & Platform Ownership - Be hands-on with our CX tech stack — able to get into backend systems, configure workflows, and build improvements directly - Identify and implement automation opportunities to reduce manual work, improve routing, and free agents for high-complexity issues - Partner with Product and Engineering on AI-assisted support tools, integrations, and workflow automation - Own SOPs, macros, routing logic, and documentation within Kustomer and connected platforms - Calibrate self-service and automation strategy to balance efficiency with CSAT outcomes - Social Support & Brand Protection - Oversee Social Support across social channels, app stores, and public review platforms including BBB - Be a true expert in social CX — fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice - Monitor social sentiment proactively and surface emerging issues before they escalate - Align with Marketing and Brand to ensure CX voice is consistent across every public-facing touchpoint - Set and enforce response quality and brand standards across all public channels - Workforce Planning & Reporting - Manage global workforce planning, shift scheduling, and coverage strategy for a US-demand-heavy operation - Deliver weekly and monthly KPI reporting with clear context and actionable recommendations - Lead change management across platform migrations and operational shifts — keeping team performance steady through transitions - Analyze contact drivers and sentiment trends to surface retention risks and product insights cross-functionally - Voice of the Customer & Cross-Functional Work - Partner with the Director of Customer Experience to deliver strategic, actionable insights that drive the Voice of the Customer across Product, Marketing, Operations, Finance, and Legal - Own Help Center and FAQ content, keeping it accurate and aligned with current policies and product changes - Think beyond resolution — understand how support interactions affect retention and bring that lens to cross-functional conversations Qualifications - 5–8+ years in Senior/Supervisory CX role, with 2–3+ years managing Team Leads or senior agents in a high-volume, fast-paced environment - Experience across both high-volume transactional CX (email, chat) and public or social support channels - Background in subscription or e-commerce with recurring billing complexity - Demonstrated ability to drive automation and workflow improvements within a CX tech stack, not just oversee them - Experience leading teams through platform migrations and operational change without losing performance Skills - Hands-on with CX platforms — able to configure, optimize, and improve systems directly - Deep expertise in social CX, community management, and public escalation handling - Strong analytical and reporting skills; able to contextualize data clearly for non-CX stakeholders - Familiar with CSAT/NPS methodology — understands how survey design and exclusion logic affect what scores actually mean - Excellent written communication, especially in brand-sensitive and public-facing environments Platform Knowledge (Preferred) - Kustomer or equivalent CX/ticketing platforms (Zendesk, Gladly) - Sprout Social or equivalent social listening and community management tools - DigitalGenius or AI-assisted CX automation platforms - Shopify or E-Commerce backend systems relevant to order management and customer data