Manager, Customer Experience Design

**Location** ------------ Remote \- USA **Employment Type** ------------------- Full time **Location Type** ----------------- Remote **Department** -------------- Customer Experience **Compensation** ---------------- * $100K – $120K • Offers Equity Where you fall within the compensation range is based on how you demonstrate the attributes and competencies required for the role. We mostly reserve the upper half of our compensation bands for internal growth. During your call with one of our recruiters, they can further clarify the salary range and our total compensation. Overview**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 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. * Experie