Senior Manager, Customer Experience

Overview

Senior Manager, Customer Experience

Location: US | India | Portugal Work Model: Remote

About the Role

The Senior Manager, Customer Experience is responsible for leading the Customer Experience Transformation Office, including execution of customer and partner feedback, churn insights, customer journey, and engagement strategies, performance, and measuring results. This position manages a global team of customer experience program managers, analysts, and Customer Journey Center of Excellence team members who translate customer and partner insights into measurable experience improvements.

Here's What You'll Do

Oversee the Voice of Customer (VoC) portfolio, including Net Promoter Score and Ease of Doing Business (EoDB) programs, from survey governance through analysis, reporting, and action planning; oversee the Voice of Partner program to gather partner feedback, identify experience opportunities, and coordinate improvements to partner-facing processes

Develop churn analysis and insight capabilities that identify attrition drivers and emerging risks and inform customer retention strategies; oversee the Customer Journey Center of Excellence, including journey mapping, friction-point analysis, governance, and prioritization of cross-functional improvements

Develop customer engagement programs and performance measures that improve adoption and participation across customer segments; translate customer, partner, journey, and churn data into executive-ready insights and recommendations that influence business priorities and decisions

Collaborate with management, team members, and cross-departmental stakeholders in the creation and coordination of mutual goals; manage the strategic planning and oversight of all projects and programs to an acceptable level of risk by balancing scope, time, cost, and quality

Provide managerial direction and develop and communicate quality metrics for the team; measure and hold direct reports accountable for meeting defined performance standards; oversee all Human Resources-related managerial functions including hiring, compensation management, employment relations, and termination of employees

Oversee the development of team members; provide coaching through personal growth in functional expertise, communication skills, and the ability to effectively interact with clients and peers; assist with identifying and developing future leaders; serve as an escalation point for issues and remove obstacles for the team

Technology Tools

Qualtrics XM

Microsoft Outlook

Role Essentials

Bachelor's degree or equivalent experience; typically 5–7 years of experience in customer experience, Voice of Customer, customer insights, Customer Success, or a related field, including experience leading people; experience managing and leading a global or geographically distributed team

Experience designing and managing Voice of Customer programs, including relationship and transactional feedback programs such as NPS, CSAT, Customer Effort Scoring, or Ease of Doing Business

Experience analyzing churn, retention, customer health, or related customer data and translating findings into actionable business recommendations; experience developing customer journey maps, journey management programs, or related customer experience frameworks

Experience coordinating complex, cross-functional programs in a business-to-business software or SaaS environment; outstanding ability to influence stakeholders, establish consensus, escalate program issues, and manage project risks

Outstanding analytical, critical thinking, and problem-solving skills; outstanding oral and written communication skills that demonstrate executive presence and the ability to interact with others with discretion and tact

What We'd Like to See

Experience with customer engagement, survey, and feedback management platforms; Qualtrics XM experience strongly preferred

Customer experience certification, such as Certified Customer Experience Professional (CCXP)

Demonstrated fiscal responsibility and accountability in managing team budgets

Outstanding business and technology acumen with a strong customer service orientation

Demonstrated ability to coach, mentor, and provide timely, constructive feedback to team members at varying stages of development

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.