Customer Experience Associate Manager

TL;DR

Customer Experience Associate Manager: Scale and optimize multi-channel support operations for digital subscription members with an accent on managing offshore partners, refining workflows, and ensuring agent success. Focus on operational leadership, chatbot flow optimization, root cause analysis, and cross-functional advocacy for frictionless user journeys.

Location: Hybrid role based in Englewood Cliffs, NJ. Comfortable with mix of in-person collaboration and remote work required.

Salary: $72,800–$83,200

Company

Leading media organization providing digital subscriptions.

What you will do

• Manage day-to-day frontline operations across chat, email, and social, monitoring KPIs, conducting QA, and coaching teams.
• Lead offshore support partners on staffing, scheduling, calibrations, and escalations.
• Design and deliver training materials, own knowledge bases, macros, and FAQs.
• Act as Voice of the Customer to Product, Engineering, and Marketing, translating issues into insights.
• Optimize virtual assistant/chatbot tools and conversational flows for self-service.
• Perform root cause analysis on support trends and product dogfooding to identify UX issues.

Requirements

• 3+ years training and managing customer support teams in digital/SaaS environment.
• 1+ year hands-on with chatbot/virtual assistant tools (flow building, content design).
• Operational rigor to prioritize tasks in fast-paced, high-volume settings.
• Analytical mindset to review trends and data for process improvements.
• Exceptional written/verbal communication to translate technical jargon.
• Technical aptitude for new CX technologies.

Nice to have

• Experience in digital subscription/membership models.
• Familiarity with Kustomer or similar CRM platforms.
• Experience with billing/payment systems (Piano, Braintree).
• Managing offshore/BPO teams.
• Navigating startup/high-growth ambiguity.

Culture & Benefits

• Contract-to-hire path to long-term growth.
• First 3 months embedded as full-time support agent for empathy building.
• For temporary assignments: major medical, dental, vision, 401k, statutory sick pay.
• Reasonable accommodations for disabilities.
• Equal opportunity employer.