Location: Arlington, VA, four days in office
The Opportunity
We’re partnering with an established media organization to identify a Customer Experience Manager who will help shape and improve the experience of its readers, subscribers, and members.
This role will oversee day-to-day customer support and community interactions while serving as an important voice of the customer across the organization. The Customer Experience Manager will monitor customer feedback and sentiment, identify recurring issues and opportunities, and partner across teams to improve the subscription, membership, and overall digital experience.
What You’ll Do
- Monitor customer questions, feedback, complaints, and service issues in partnership with customer-support teams and vendors.
- Ensure customer concerns are addressed promptly and appropriately, escalating recurring or significant issues when necessary.
- Analyze customer feedback to identify trends, pain points, and opportunities to improve the customer experience.
- Develop reporting for leadership around customer sentiment, recurring issues, and emerging concerns.
- Serve as an internal advocate for the customer, bringing insights and recommendations to Marketing, Membership, Editorial, Product, and Technology teams.
- Monitor and support online reader and member communities.
- Moderate website comments and help maintain a constructive online environment.
- Develop and maintain FAQs, escalation procedures, customer-service documentation, and self-service resources.
- Support expanding e-commerce initiatives, including customer inquiries, order issues, product availability, and inventory coordination.
- Partner cross-functionally to identify and improve key customer journeys.
What We’re Looking For
- 3+ years of experience in customer experience, customer support, community management, membership, or a related field.
- Experience with customer-support platforms such as Zendesk.
- Excellent written and verbal communication skills.
- Strong judgment and the ability to professionally manage difficult or sensitive customer interactions.
- Ability to identify meaningful trends and insights from customer feedback.
- Experience with online communities, social platforms, and/or comment moderation.
- Strong organizational skills and attention to detail.
- Ability to work cross-functionally and take ownership of issues involving multiple teams.
Preferred Experience
- Experience within media, publishing, subscription, membership, or nonprofit organizations.
- Experience supporting subscription or e-commerce customers.
- Experience developing Voice of the Customer reporting or customer-service dashboards.
- Familiarity with customer satisfaction, retention, engagement, and support metrics.
Who Will Be Successful
The ideal candidate enjoys being close to the customer while thinking beyond individual support requests. You can identify patterns in customer feedback, translate those insights into actionable recommendations, and collaborate across teams to create a stronger overall customer experience.
