Talent.com
Manager, Customer Experience

Manager, Customer Experience

MasterBrandCleveland, OH, US
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Manager, Customer Experience

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices.

Job Description

The Manager, Customer Experience, is responsible for maximizing the value of the SaaS platform across the organization. This role serves as the bridge between business stakeholders and technical teams, ensuring that SaaS solutions align with strategic goals and deliver measurable business outcomes. This is a people management role, responsible for leading and developing a team of Business Analyst.

Your Role :

Product Vision & Strategy

  • Define and communicate a clear product vision aligned with business objectives.
  • Develop and maintain a product roadmap that reflects priorities and timelines for delivery.
  • Serve as the voice of the customer and business stakeholders in all product decisions.

Backlog Management

  • Own and manage the product backlog, ensuring it is visible, transparent, and prioritized.
  • Write and refine user stories with clear acceptance criteria.
  • Collaborate with cross-functional teams to ensure stories are well understood and ready for development.

    • Stakeholder Engagement

  • Act as the primary liaison between business units, end users, and the development team.
  • Facilitate discovery sessions and workshops to gather requirements and feedback.
  • Align with Experience Designers, SMEs, and analytics teams to ensure cohesive delivery.

    • Delivery Oversight

  • Guide Agile feature teams (PODs) through sprint planning, reviews, and retrospectives.
  • Conduct UAT and ensure successful handoff to support teams.
  • Monitor progress and resolve issues that may impede delivery.

    • Team Leadership

  • Manage and mentor a team of Business Analysts, fostering growth and accountability.
  • Conduct regular performance reviews and support career development.
  • Promote collaboration, innovation, and ownership within the team.

    • Continuous Improvement

  • Analyze platform usage and performance to identify opportunities for enhancement.
  • Lead initiatives to improve user experience, data quality, and process efficiency.
  • Stay current with product releases and recommend relevant features for adoption.

    • Qualifications

  • 3+ years of experience in SaaS Product Ownership, administration, or business analysis.
  • Willingness to own Salesforce Service Cloud / Field Service and support Sales Cloud, Marketing Cloud, and Experience Cloud capabilities.
  • Proven experience working in Agile / Scrum environments.
  • Experience managing direct reports or leading cross-functional teams.
  • SaaS Administrator or Manager, Business Analyst certification preferred.
  • Excellent communication, facilitation, and stakeholder management skills.

    • Preferred Experience

  • Background in manufacturing, distribution, or customer experience operations.
  • Familiarity with tools like ADO, Jira, or similar backlog management systems.
  • Experience with SaaS integrations and third-party applications.

    • Cultural Norms & Work Expectations

  • Willingness to travel an average of 25% for stakeholder engagement, workshops, and team collaboration.
  • Core working hours are 8 : 00 AM to 5 : 00 PM Eastern Time.
  • Remote work is supported and encouraged, with a strong emphasis on building relationships through video meetings and active virtual collaboration.
  • Expected to champion continuous improvement, proactively identifying opportunities to enhance processes, tools, and team dynamics.

    • Additional Information

    Equal Employment Opportunity

    MasterBrand Cabinets LLC is an equal opportunity employer. MasterBrand Cabinets LLC's policy is not to discriminate against any applicant or employee based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability / handicap status, marital status, military status, sexual orientation, genetic history or information, or any other basis protected by federal, state or local laws. MasterBrand Cabinets LLC also prohibits harassment of applicants or employees based on any of these protected categories. It is also MasterBrand Cabinets LLC's policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

    Reasonable Accommodations

    MasterBrand Cabinets LLC is committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and wish to discuss potential accommodations related to applying for employment, please contact us at staffing@masterbrand.com.

    serp_jobs.job_alerts.create_a_job

    Customer Experience Manager • Cleveland, OH, US

    Job_description.internal_linking.related_jobs
    • serp_jobs.job_card.promoted
    Customer Experience Engineer

    Customer Experience Engineer

    VirtualVocationsCleveland, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Customer Experience Engineer.Key Responsibilities Own end-to-end resolution of complex BI / Looker issues for customers, including LookML modeling and dashboard op...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Consumer Experience Specialist

    Consumer Experience Specialist

    VirtualVocationsAkron, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Consumer Experience Specialist.Key Responsibilities Field and resolve inquiries via phone, chat, and other contact methods within the Consumer Experience Center Provid...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Senior Web Experience Manager

    Senior Web Experience Manager

    VirtualVocationsCleveland, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Website Experience Manager to enhance customer journey and support through effective web initiatives. Key Responsibilities Lead UX design for new website features...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Retail Part-Time Customer Experience Manager

    Retail Part-Time Customer Experience Manager

    MichaelsAurora, OH, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Retail Customer Experience Supervisor

    Retail Customer Experience Supervisor

    TJ MaxxWilloughby, Ohio, United States of America
    serp_jobs.job_card.part_time
    At TJX Companies, every day brings new opportunities for growth, exploration, and achievement.You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Customer Experience Manager Part time

    Customer Experience Manager Part time

    MichaelsAurora, OH, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Retail Customer Experience Supervisor

    Retail Customer Experience Supervisor

    TJXWilloughby, OH, US
    serp_jobs.job_card.full_time
    At TJX Companies, every day brings new opportunities for growth, exploration, and achievement.You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Licensed Crisis Therapist : Mobile Response and Stabilization Services

    Licensed Crisis Therapist : Mobile Response and Stabilization Services

    Applewood CentersAvon Lake, OH, US
    serp_jobs.job_card.full_time
    The MRSS Licensed Crisis Therapist will provide mobile response and stabilization services to youth (age 2-20) and families who have called the crisis hotline with a family identified crisis.The MR...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Client Experience Manager

    Client Experience Manager

    VirtualVocationsAkron, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Manager, Client Experience - Processes & Systems.Key Responsibilities Serve as a strategic advisor to the Senior Manager and lead a team of 3-5 direct reports Identify...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Customer Experience Project Manager

    Customer Experience Project Manager

    VirtualVocationsCleveland, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Project Manager, Selling & Experience.Key Responsibilities Lead the design, development, and implementation of innovative tools to enhance customer engagement and brand...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Customer Experience Manager

    Customer Experience Manager

    MichaelsAurora, OH, US
    serp_jobs.job_card.full_time +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Licensed Mental Health Clinical Supervisor : Mobile Response and Stabilization Services (MRSS)

    Licensed Mental Health Clinical Supervisor : Mobile Response and Stabilization Services (MRSS)

    Applewood CentersAvon Lake, OH, US
    serp_jobs.job_card.full_time
    Under the supervision of the Mobile Response Stabilization Program Manager, the Licensed Shift Supervisor will take and assign crisis calls from the 24 / 7 hotline to have clinicians respond face to ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    Manager of Learning Experiences

    Manager of Learning Experiences

    VirtualVocationsCleveland, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Manager, Learning Experiences to lead digital learning ecosystems and knowledge-sharing frameworks. Key Responsibilities Provide work direction and coaching to the team,...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours
    • serp_jobs.job_card.promoted
    Partnership & Experience Manager

    Partnership & Experience Manager

    FlexjetCleveland, OH, US
    serp_jobs.job_card.full_time
    Partnership & Experience Manager.Join a global leader in private aviation, offering access to an ultramodern fleet of private aircraft through fractional ownership, leasing, and jet cards.Together,...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Customer Experience Specialist

    Customer Experience Specialist

    Robert HalfRichfield, OH, US
    serp_jobs.job_card.permanent
    We are seeking a Customer Experience Specialist to join our dynamic team in Richfield, Ohio, as part of a contract-to-permanent opportunity. In this role, you will play an integral part in fostering...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    PT Customer Experience Manager

    PT Customer Experience Manager

    MichaelsMentor, OH, US
    serp_jobs.job_card.full_time
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    Customer Experience Journey Manager

    Customer Experience Journey Manager

    VirtualVocationsAkron, Ohio, United States
    serp_jobs.job_card.full_time
    A company is looking for a Customer Experience Get Journey Manager to lead the onboarding experience for customers.Key Responsibilities Define the Get / Install and 90-day vision with success metri...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours
    • serp_jobs.job_card.promoted
    Retail Manager Customer Experience Manager PT In-2

    Retail Manager Customer Experience Manager PT In-2

    MichaelsAvon, OH, US
    serp_jobs.job_card.full_time
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30