Senior Manager, Customer Experience

Remote, California

Senior Manager, Customer Experience

Location: Remote USA

Contract Type: W2 through Staffing Supplier

Contract Duration: 3-4 months

Pay Rate: $100 - $110/hr

We are seeking a dynamic and strategic leader to temporarily lead our client’s Driver & Consumer Customer Experience team. This role will oversee key operational, analytical, and strategic initiatives that ensure high-quality support experiences for both Drivers and Consumers. The Senior Manager will drive core experience metrics, lead a high-performing team, and partner cross-functionally to prepare the organization for future success. This role is ideal for a strategic operator with strong analytical acumen, people leadership experience, and a passion for improving customer experience.

Key Responsibilities

Metric & Performance Management: Oversee and manage core support KPIs through the end of year (EOY) and Q1, including Did We Resolve and Manual Task to Resolution, ensuring targets are achieved and insights drive continuous improvement.
Strategic Planning for FY26: Lead preparation efforts for the next fiscal year, ensuring high-priority initiatives are fully scoped, resourced, and ready for Q1 execution.
Team Leadership: Manage a team of 3–4 direct reports, providing day-to-day guidance, prioritization, and support to ensure strong operational performance and teammate growth.
Cross-Functional Collaboration: Partner closely with key stakeholders across Product, Strategy & Ops, and Analytics to ensure alignment, influence roadmaps, and deliver integrated customer experience strategies.

About the Role

This Senior Manager role leads the Consumer + Driver Experience teams, focusing on teammate support, excellence and efficiency. On any given day, you may:

Design and implement scalable process improvements to ensure fast and fair customer resolutions.
Develop and execute strategies to enhance customer experience.
Analyze consumer satisfaction data at the most granular level and translate insights into actionable business plans.

Our most successful Senior Managers are strategic, analytical, and execution-driven leaders who excel at balancing high-level thinking with operational detail. They are also exceptional communicators who build strong relationships, influence across teams, and inspire their teams to achieve ambitious goals.

Qualifications

You have 8+ years of experience in strategy, management consulting, product, or related; experience in support strategy is a plus
You can solve analytical problems quickly, and are experienced in SQL and/or Excel
You have a track record of leading cross-functional initiatives, hitting goals, and succeeding in a team environment
You have experience as a people manager, leading a team of two or more people
You enjoy solving different types of problems, and like thinking outside of the box. You like to learn new skills, and can apply them to your work quickly and independently.
You are an owner, meaning you take responsibility for outcomes, have experience being in the driver’s seat, and want to define scope and vision from ambiguous problems
You have a bias towards action, are scrappy, and can pivot when you learn new information
You can influence and motivate people at all levels across a variety of job functions

Apply now!