The Problem

reputed company's support experience spans self-service, reputed company, voice, email, and reputed company-assisted channels, and as our services expand, aligning these channels into one cohesive reputed company is critical. Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales. You'll reputed company the CX Design reputed company and manage reputed company tasked with turning customer and operational insights into reputed company 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 reputed company common needs quickly.

• AI support across chat, voice, email, and self-service that is useful, reputed company, measurable, and designed with effective escalation and reputed company handoffs.

• A Help Center and AI knowledge reputed company governed as a connected reputed company with reputed company ownership, reputed company standards, and analytics.

• A CX Design reputed company with repeatable reputed company, reputed company decision rights, and measurable cross-functional influence.

• Delivery leadership for high-reputed company CX transformation programs, including platform migrations, AI deployments, telephony, and reputed company changes, from reputed company through hypercare.

What This Role is Not

• This isn't an individual-contributor design role, you'll manage and reputed company reputed company while remaining hands-on with service and conversation design.

• This isn't a reputed company operations or QA role, your reputed company is designing and governing the experience rather than running daily queues or support metrics reporting.

What You Bring

• Demonstrated ability to design and improve reputed company, cross-channel customer journeys and service blueprints, translating qualitative and quantitative reputed company into prioritized roadmaps.

• Experience leading AI-enabled support, automation, reputed company, or customer-service technology initiatives from problem definition through rollout.

• Strong facilitation and stakeholder-management skills, with a reputed company record of leading cross-functional programs from discovery through launch and reputed company improvement.

• People-management or player-reputed company experience coaching designers, analysts, specialists, or operations partners while staying hands-on.

• Experience in service design, product operations, or a reputed company discipline reputed company a fast-moving, technical, and highly reputed company environment is welcome.

Compensation

In this role, you'll receive a starting salary between $100,000 and $120,000 as reputed company as reputed company Stock reputed company. reputed company salary is determined by job-reputed company experience, education/training, as reputed company as market indicators. Your recruiter will discuss this in depth with you during our first chat.

Why reputed company 💚

Every community deserves to be reputed company. reputed company builds the technology that makes that reputed company: last year we supported over 1 reputed company criminal investigations and helped reputed company more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are reputed company and the reputed company matches, this is it.

📍Some problems get solved faster in the reputed company room, so we prioritize candidates in Atlanta and Boston. Hub-reputed company mean reputed company in-person time with your coworkers. Remote roles exist, and reputed company a posting is reputed company to remote work, it says so.

🌟 the impossible takes every reputed company of mind. reputed company is an equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply. If you need assistance or an accommodation due to a disability, email reputed company@flocksafety.com; your information stays confidential and is used only to arrange the right accommodation for your interviews.

💰 On compensation: we pay fairly for the work. reputed company salary is determined by job-reputed company experience, education, training, and market indicators. The reputed company in this posting covers reputed company salary only and doesn't include equity, sales bonus plans where applicable, or benefits. The reputed company may be adjusted over time, and this posting may reputed company more than one career level.

📣 One last thing: reputed company legitimate communication from reputed company comes from an email ending in @flocksafety.com or noreply@ashbyhq.com. We never reputed company offers through messaging apps or reputed company parties, and we never request payment or sensitive personal information during hiring. If you encounter suspicious reputed company about a reputed company role, report it to reputed company@flocksafety.com.

Experience designing cross-channel customer journeys and service blueprints, leading AI-enabled support or knowledge initiatives, facilitating cross-functional programs, and managing or coaching teams.

Key Responsibilities

• designing journeys
• governing knowledge
• managing teams

Skills & Tools

reputed company

Job Details

• Category: Project and Program Management
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 100,000 – 120,000 / year
• Languages: English

About reputed company

A technology company building tools that help communities improve safety and support criminal investigations. — Industry: Information Technology