Manager, Customer Experience Design

Flock Safety Inc.

Job Overview

Location

Remote - USA

Job Type

Full-time

Full Job Description

📋 Description

• The Manager, Customer Experience Design will lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.
• The role will support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly.
• AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.
• A Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics.
• A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.
• Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare.
• The role will involve managing and coaching a team while remaining hands-on with service and conversation design.
• The Manager, Customer Experience Design will be responsible for designing and improving complex, cross-channel customer journeys and service blueprints, translating qualitative and quantitative insight into prioritized roadmaps.
• Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout is required.
• Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement, are necessary.
• People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on is required.
• Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome.

🎯 Requirements

• Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints.
• Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout.
• Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement.
• People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on.

🏖️ Benefits

• Starting salary between $100,000 and $120,000.
• Flock Stock Options.
• Base salary is determined by job-related experience, education/training, as well as market indicators.
• Fair compensation for the work, with the range in this posting covering base salary only and not including equity, sales bonus plans where applicable, or benefits.

📍 Location

• Remote - USA.
• Prioritization of candidates in Atlanta and Boston.
• Hub-based roles mean real in-person time with your coworkers.
• Remote roles exist, and when a posting is open to remote work, it says so.
• Management
• Operations
• Operations
• Management
• 0.95
• The job posting is categorized as Operations because the role involves managing and coaching a team, leading cross-functional programs, and designing and improving complex customer journeys and service blueprints.
• The role requires experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment.
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• US
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Skills & Technologies

Remote

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Flock Safety Inc.

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About Flock Safety Inc.

Flock Safety provides cloud-based automated license plate recognition and video analytics for law enforcement, private communities, and businesses. Its solar-powered cameras capture vehicle details, detect crimes such as theft and violent offenses, and generate evidence packages accessible via a web platform. The company emphasizes privacy controls, encrypted data handling, and configurable retention policies. Deployed across thousands of U.S. neighborhoods and agencies, the system integrates with existing public safety workflows to accelerate investigations, reduce response times, and improve crime clearance rates without adding patrol resources.

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