Senior Manager, Customer Journey & Insights

WHO WE ARE 🌍

We help creators get more out of every conversation with Instagram-focused automations and support for other channels like Messenger, WhatsApp, and TikTok. The result? Better engagement, more sales, and real, sustainable growth.

With a diverse team of 350+ people spread across three continents, we’re building the leading Chat Marketing platform that is used — and loved — by more than 1.5 million customers worldwide.

Meet the Customer Experience team:

We’re the first line of support and the ongoing partners for our customers. We listen with empathy, solve issues with speed, and always go the extra mile, making sure our customers feel heard and supported at every step.

WHAT WE'RE LOOKING FOR:

We’re seeking a Senior Manager, Customer Journey & Insights to optimize our end-to-end customer experience journey, establish a clear Voice of the Customer cadence, and align CX, Product, and Marketing on customer-focused outcomes. This role will report to the Head of CX and work closely with the COO, CPO, Head of Design, and Product Directors.

WHAT YOU’LL DO:

• Map out the CX Journey, highlighting key user pains & frictions (current → target state), co-managed with Product/Design/Marketing/CX; standardized and refreshed quarterly.
• Define a small, stable CX Scorecard (e.g., Contact Rate, Self-Service Success, Time-to-First-Value, Customer Effort Score) with single-source-of-truth reporting.
• Run a regular VOC cadence: synthesize tickets/research/community/product analytics into 3–5 decisions with owners and expected impact; track before/after results.
• Partner with Scaled CX on the digital, one-to-many experience (Help Center, Community, Academy) and with CX Ops on intents/taxonomy/measurement across FIN AI & Zendesk.
• Collaborate with Product to curate the Top User Pains/Insights monthly and develop removal/mitigation plans; publish impact stories that tie to activation/NRR/churn.
• Tell the story: clear memos and dashboards that translate customer experience metrics into business outcomes (activation, retention/NRR, cost-to-serve).
• Collaborate with the Head of CX on how the Customer Experience at Manychat could look several years ahead from now.

WHAT YOU'LL BRING:

• 6–8 years in product management, service design, CX strategy, or research/insights in SMB SaaS/PLG; a portfolio that shows journey maps that led to measurable change at a large user scale.
• Demonstrated ability to turn noisy signals into decisions (trade-offs, owners, timelines) and to influence cross-functionally without authority.
• Strong analytics literacy: comfort with both product analytics + CX data; can define operational metrics & guardrails; proficiency with Sheets/BI (SQL a plus).
• Excellent facilitation & writing — both CJM deep-dives & crisp exec one-pagers.
• Familiarity with Help Center/Community/Education ecosystems; AI-literate (can partner with Ops on intents, routing, and measurement).
• High integrity, low ego, and a bias to decide at 70% confidence for reversible bets.

WHAT WE OFFER 🤗

We care deeply about your growth, well-being, and comfort:

• 🌍 Hybrid onboarding to start work remotely and relocation support for you and your family.
• 💙 Comprehensive health insurance for both you and your family.
• 📚 Professional development budget for conference tickets, online courses, and other relevant resources to help you grow.
• 🫶 Flexible benefits package to tailor perks that matters most for you.
• 🪴 Hybrid work and generous leave options to prioritize your work-life balance.
• 🍽️ In-office perks, including free meals and snacks.
• 🤝 Company-funded sport activities, annual offsites and team-building events.

Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success.