Manager, CX Strategy & Delivery

Title: Manager, CX Strategy & Delivery

Location: US – Remote

Job Description:

at Go1 United States (View all jobs)

US – Remot

The next chapter of our growth story needs YOU!

At Go1, we’ve grown from humble beginnings into the world’s largest aggregator of educational content, but we do it with heart and play as one team. We give organizations and their employees access to the largest curated e-learning library on the planet, empowering millions of people to unlock their positive potential. Endlessly curious, collaborative, and inspired by life-long learning, we may come from different backgrounds, but we share the same vision: to reach a billion learners as we unlock positive potential through a love of learning. Our success is owed to our people. Every win… every idea… every extra mile. They’ve made us who we are. And there’s so much still to do – so much opportunity for you to own. Together, we’re on a path to improving a billion lives and a culture where everyone can thrive.

Are you passionate about driving customer success and enhancing their experience with our brand? We are seeking a Manager of CX Strategy & Delivery who will oversee the team that is responsible for developing, delivering, and operationalizing post-sale strategies for supporting, engaging and retaining our direct and intermediated customer-base.

Sitting within Customer Strategy & Delivery, a dynamic, multi-disciplinary team comprised of strategy, systems, process, data and engagement experts, this role will play a critical part in developing strategy and driving cross-functional programs that transform the way we work, and the way our customers derive value from Go1.

Why You’ll Love This Role:

• Lead a multi-disciplinary team that develops, delivers, and operationalizes post-sale strategies.
• Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. post-sale operating model and service design, retention and risk management programs, value realization, and feedback.
• Collaborate across the CX organization as well as with cross-functional teams, such as Product and GTM to align CX strategy and roadmap with broader business goals and objectives.
• Design and implement policies, guidelines and processes to ensure consistent and exceptional service delivery to grow our customer relationships.
• Advocate and educate peers on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Develop, maintain and monitor customer and operational standards and measures related to customer retention, adoption and happiness, providing insights and recommendations to senior management and stakeholders.

We’re excited about you if you have:

• 8+ years of customer-focused project management, system or service design or delivery experience.
• Leadership experience, having managed a team to deliver customer-centric initiatives, and influence positive change within the organisation.
• Experience owning strategy and end to end defining and executing of program requirements.
• Experience managing and maintaining customer systems, processes, and policies.
• Analytical skills – ability to use data to support and drive decision making.
• Problem-solving – ability to identify and address problems, resolve conflicts, and find creative solutions to pain points.
• Experience in the SaaS industry, with a strong understanding of the market, competition, and customer needs.
• Adaptability – you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics.
• Great cross-functional stakeholder management and collaboration skills as you will work across the business and with people at a variety of levels.
• Mountain or Pacific time for global crossover will be prioritized

At Go1, your base pay is one part of your total compensation package. This role pays between $140,000 and $170,000 and your actual base pay will depend on your skills, qualifications, and experience. This role is also eligible for the employee bonus plan and employee stock options.

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don’t exactly meet the criteria above.

Perks and Benefits

What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an outstanding bunch of people, but you’re also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Insurance benefits with generous premium coverage
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One time work from home office set up budget
• Unlimited access to the Go1 Learning Hub, and mentorship program
• Professional development fund
• Volunteer leave to give back to the community
• PTO + Wellbeing days
• Flexible public holidays – take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.