Customer Experience Manager

Core responsibilities:

• Serve as the primary point of contact for external CX and technical support vendors, ensuring alignment on performance expectations and quality standards
• Lead the end-to-end Response Management process including root cause analysis, documentation quality, and timely resolution
• Partner with vendors to develop, implement, and refine standardized training, certification, and quality assurance processes for CX agents
• Own recurring performance reporting for CX and Technical Support operations, leveraging data to identify trends and improvement opportunities

This role helps transform robotic deliveries from a novelty to efficient ubiquity by ensuring high-quality, scalable remote support for autonomous delivery fleets, which reduces urban congestion and makes deliveries more accessible.

Required qualifications:

• Bachelor's degree in Business, Operations, Analytics, or related field
• 4+ years experience in CX operations, vendor management, or service delivery in fast-paced environments
• 3+ years experience managing third-party vendor relationships in customer experience and technical support
• Strong analytical skills with proficiency in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools)
• Experience designing and improving operational processes using data and structured problem-solving

No compensation, perks, or culture highlights mentioned in the job description.

Serve Robotics reimagines how things move in cities through personable sidewalk robots designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.