Customer Experience Program Manager

About The Role

The Mobility Rider Experience Manager is the guardian of the customer experience and will be obsessed with knowing every detail around the E2E customer journey for specific issue types. They will ensure every aspect of our customer support processes are designed with our customers, and our budget, in mind - creating strategies for refunds and appeasements, defect reduction and experiential improvements etc. He or she will take a data driven approach to optimize our spend while identifying customer pain points and creating new processes, or improving existing processes.

What You'll Do

• Map the end to end journey of our customers and identify pain points and opportunities - always with the CommOps scorecard, budget, and Ops' objectives in mind
• Lead customer-facing process improvement initiatives. Align and coordinate stakeholders in CommOps and Operations teams to execute these initiatives.
• Understand the goals and...