Senior Customer Experience Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Experience Manager in the United States. We are seeking a Senior Customer Experience Manager to lead and elevate the guest experience across multiple channels and touchpoints. In this role, you will manage and mentor a team of supervisors and agents, ensuring guests feel supported, seen, and at home throughout their journey. You will drive continuous improvements in guest satisfaction, operational efficiency, and team performance by combining data insights with a human-centered approach. Collaborating cross-functionally, you will standardize best practices, refine customer experience strategies, and ensure consistent delivery of excellence across all guest interactions. This is an opportunity to shape the overall guest experience strategy while fostering a culture of accountability, collaboration, and innovation. Accountabilities: • Lead and guide a team of off-site supervisors and agents to deliver seamless, high-quality guest experiences across all touchpoints. • Develop centers of excellence to standardize guest interactions, improve operational efficiency, and set organizational standards for excellence. • Coach, mentor, and empower team members to create a culture of accountability, collaboration, and continuous improvement. • Audit and update guest-facing communications, advocating for improvements to enhance the overall journey. • Partner with cross-functional teams to support new property openings and maintain consistent guest experience standards across the portfolio. • Create and manage dashboards and reports to track guest satisfaction, team performance, and contact trends, using data to inform improvements. • Refine and maintain the customer experience playbook to ensure accurate, actionable guidance for guest-facing teams. • Lead process improvements, pilot new initiatives, and drive meaningful change that sets the organization apart in the hospitality industry. Requirements: • Bachelor’s degree in hospitality, business, communications, or related field, or equivalent hands-on experience. • 7+ years of experience in hospitality, operations, retail, or F&B, with on-site experience preferred. • 3+ years of people leadership, ideally in customer service or guest experience environments. • Proficiency in Microsoft Office Suite; experience with hospitality management systems and communication tools preferred. • Strong ability to lead, train, motivate, and align teams around goals and guest satisfaction. • Guest-first mindset with relentless curiosity, adaptability, and a growth-oriented approach. • Excellent communication skills, both written and verbal, with the ability to collaborate across departments. • Comfortable using data and reporting to drive insights and continuous improvement. • Calm, confident presence during change, with strong decision-making and prioritization skills. • Alignment with company values: owning work, continuously improving, and treating people right. Benefits: • Competitive salary and generous stock options. • Medical, dental, and vision insurance with Flexible Spending Account options. • Paid time off and paid parental leave. • Paid life insurance. • 401(k) with 4% employer matching. • Monthly cell phone reimbursement, health & wellness stipend, and onboarding stipend for remote employees. • Discounts at select properties nationwide. • Remote-first work flexibility with opportunities for biannual in-person team gatherings. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. It compares your profile to the job’s core requirements and past success factors to determine your match score. Based on this analysis, we automatically shortlist the three candidates with the highest match to the role. When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! By submitting an application to this posting, the applicant acknowledges that Jobgether will process their personal data as necessary to evaluate their candidacy, provide feedback, and, when appropriate, share relevant information with potential employers. Such processing is carried out on the basis of legitimate interest and pre-contractual measures in accordance with applicable data protection laws. The applicant may exercise their rights of access, rectification, erasure, and objection at any time as provided under the GDPR. #LI-CL1 Apply tot his job