Senior Manager, Customer Experience (CX)

Sinch is looking for a Senior Manager, Customer Experience (CX) to lead and drive our Customer Experience and Voice of Customer initiatives. In this role, you will be responsible for enhancing the customer experience through strategic collaboration, structured program management, issue resolution, and executive communication.

As a key advocate for our customers, you will proactively identify and address pain points, foster cross-team collaboration, and drive a sense of urgency in resolving customer issues. You'll focus on creating scalable solutions, automating customer feedback loops, and delivering insights/value to product teams to ensure long-term success.

We're looking for candidates with experience building programs, directing research initiatives, democratizing research (and access!), and helping to bring the Voice of the Customer to to everything Sinch does. This program is in its' first official year.

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.

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.

Our Hiring Process

At Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. We use pre-employment assessment to create an inclusive application experience to help foster diverse and high performing teams.

Even if you do not meet all job requirements, don't let that stop you from considering Sinch for the next step in your career. We are always looking for people that could help us pioneer the way the world communicates.

Benefits

• STAY HEALTHY: We offer 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.

• CARE FOR YOURSELF: Take advantage of our free virtual counseling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you’re the most productive and successful. It’s what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!

The annual starting salary for this position is $160,000 - $190,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until 3/29/25 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.