Manager, Customer Experience Design

THE PROBLEM

Flock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels, and as our services expand, aligning these channels into one cohesive journey is critical. Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales. You'll lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.

WHAT YOU'LL OWN

• 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.

WHAT THIS ROLE IS NOT

• This isn't an individual-contributor design role, you'll manage and coach a team while remaining hands-on with service and conversation design.

• This isn't a pure operations or QA role, your focus is designing and governing the experience rather than running daily queues or support metrics reporting.

WHAT YOU BRING

• Demonstrated ability to design and improve 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.

• Strong facilitat...