Senior Manager, Customer Experience

About the Opportunity
The organization is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, the company is transforming the life insurance experience for consumers, agents, and carriers alike. The organization offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. The organization is redefining how life insurance is bought, sold, and underwritten.
About the Role
Creating a world-class customer experience is critical to the organization's mission and will continue to determine its growth and success at the intersection of life insurance and technology. This role seeks a leader who can build the CX processes, tools, and voice-of-customer channels needed to move from reactive problem-solving to a proactive customer experience engine: one that consistently identifies where the organization is falling short and drives improvements forward, end to end. To succeed in this role, candidates should be passionate about building frictionless operations and comfortable owning ambiguity as this function matures.
Key Responsibilities
Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements - driving cross-functional execution and ensuring priorities translate into delivered outcomes.
Own end-to-end synthesis of customer insight across Voice of Customer data, complaints, escalations, and input from other leaders — translating signals from across the business into one clear, prioritized point of view.
Own the Voice of Customer platform — validating taxonomy accuracy, evolving reporting, and identifying new data sources that should feed the system.
Define and evolve the service channel strategy — determining the right mix of live support, self-service, and automation is used to get customers the help they need.
Lead CX operational teams, building the systems, processes, and structure the teams need to scale alongside the business.
Partner with cross-functional teams on the customer surveying strategy with full platform administration across customer segments.
Get personally into the data: pull and validate core reporting directly from Salesforce and other platforms rather than relying on others to package insights before acting on them.
Required Qualifications
8+ years experience leading customer experience or similar analytics/insight-driven functions with a demonstrated ability to scale a customer experience function.
A track record of standing up or running a structured insights-to-roadmap process — turning customer feedback into prioritized, executed work.
Demonstrated success influencing roadmap prioritization across product, engineering, or other functional leaders without direct authority over their teams' resources.
Genuinely hands-on with data: comfortable pulling and validating core reporting directly from CRM/support platforms.
Experience owning or deeply using a Voice of Customer or comparable insight platform as a core, ongoing responsibility.
People leadership experience managing a multi-function team with distinct operational workstreams and disciplines.
Additional Information
The US national base salary range for this full-time position is $122,000 -$170,000. Salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits.
Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, it is encouraged to apply anyway. The organization is dedicated to building a diverse, inclusive and authentic workplace.
The organization is an equal opportunity employer. It does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, employment will be considered for qualified applicants with arrests and conviction records.

Work arrangement
No