Senior Manager, Customer Experience

Summary

Join Sinch as a Senior Manager, Customer Experience (CX) to lead and drive Customer Experience and Voice of Customer initiatives. You will enhance customer experience through strategic collaboration, program management, issue resolution, and executive communication. As a key customer advocate, you will identify and address pain points, foster cross-team collaboration, and drive urgency in resolving issues. You will create scalable solutions, automate feedback loops, and deliver insights to product teams. The ideal candidate has experience building programs, directing research, and democratizing research access. This role involves evangelizing customer insights, analyzing feedback loops, developing dashboards, and collaborating with senior leadership. Occasional travel is required.

Requirements

• 5+ years of experience in program or project management, with a strong preference for CX and Voice of the Customer (VoC) program experience
• Experience managing a team of Researchers and Data Analysts
• Hands-on experience with Experience Management Platforms
• Exceptional written and verbal communication skills, with the ability to engage and influence stakeholders at all levels with the ability to turn research findings into actionable insights, ensuring teams can easily apply takeaways to product decisions
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills, including expertise in statistical analysis and root cause identification
• Experience in project management and driving organizational change to deliver measurable, long-term results
• Experience working within a globally distributed large company

Responsibilities

• Evangelize with cross-functional teams to share customer experience insights that align with company objectives
• Analyze existing customer feedback loops and processes and champion new, efficient, and accessible ways to ensure teams can understand and listen to ongoing feedback
• Develop and manage dashboards to track defects, measure customer experience impact, and provide actionable insights
• Champion a customer-centric culture by promoting best practices and educating teams on Voice of the Customer (VoC) principles
• Collaborate with senior leadership to align customer experience strategies with business goals and communicate progress effectively
• Utilize natural language processing (NLP) tools to analyze customer sentiment and deliver meaningful insights to leadership
• Drive process improvements by partnering with product, technology, and operations teams to identify bottlenecks and develop scalable solutions
• Advocate for a Customer-First Culture, ensuring seamless alignment across Customer Service and partner teams
• Leverage data analytics to assess trends, identify high-impact opportunities, and drive strategic decision-making
• Travel occasionally (10-15%) to various Sinch sites as needed

Benefits

• Comprehensive market competitive medical, dental, and vision plans
• A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants
• Free virtual counseling resources through our global Employee Assistance Program
• Roth and Pre-tax 401(k) options including an employer match for all participants
• A generous paid time off program
• Paid parental leave and family planning support
• Flexible remote work offerings
• Paid time off to support a volunteer program of your choice