Job Overview
Location
USA - Remote
Job Type
Full-time
Category
HR & Recruiting
Date Posted
April 12, 2026
Full Job Description
đź“‹ Description
- • As Senior Manager of Customer Experience at Birch Finance Inc., you will lead strategic process transformation efforts to enhance customer journeys across all business lines, directly impacting satisfaction and loyalty through data-driven improvements.
- • Day to day, you will champion the customer by mapping end-to-end touchpoints, identifying dissatisfaction areas, directing data collection and analysis, driving gap correction initiatives, and collaborating with cross-functional teams including sales, marketing, product, operations, and compliance to implement improvements.
- • You will join Birch Finance Inc., a company focused on building careers that empower and inspire, where your voice is valued and you’ll work with forward-thinking teams shaping the future of customer experience in a remote-first environment.
- • In this role, you will develop expertise in customer experience strategy, cross-functional leadership, process improvement, and data-driven decision-making, while establishing frameworks and governance that help every employee understand their impact on the customer experience.
🎯 Requirements
- • Bachelor’s Degree
- • 7+ years of experience in executing customer/client experience strategies in B-to-B, B-to-C, or B-to-B-to-C companies
- • Strong analytical, problem-solving, and project management skills with ability to do advanced analytics in Excel
- • Proven ability to handle multiple competing priorities and adapt in a fast-paced environment
- • Solid program management skills and excellent oral and written communication abilities
- • Experience leading Six Sigma change initiatives, strategy/management consulting, or product commercialization efforts
🏖️ Benefits
- • Opportunity to lead strategic customer experience transformation across business lines
- • Remote work flexibility based in the USA
- • Collaborative environment with forward-thinking teams that value your voice
- • Career growth in a company focused on empowering and inspiring employees
- • Influence on organizational customer experience frameworks and governance
- • Exposure to cross-functional leadership with sales, marketing, product, operations, and compliance teams
Skills & Technologies
About Birch Finance Inc.
Birch Finance is a financial technology company that analyzes credit-card spending to recommend the best cards for maximizing rewards and benefits. Its mobile app and web platform connect securely to users’ accounts, track purchases across categories, and use machine-learning models to suggest personalized upgrades or new cards. The service aims to help consumers earn more cash-back, points, and travel perks while avoiding annual fees that outweigh rewards. Birch partners with card issuers for affiliate revenue but presents offers transparently, prioritizing user savings. Founded in 2015 and headquartered in San Francisco, the company serves U.S. cardholders nationwide.
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