Senior Manager, Customer Experience (Remote)

CAIA Association is a nonprofit organization focused on alternative investment education and professional development. The Senior Manager, Customer Experience leads the Customer Experience team and improves Candidate and Member experiences across their journey. The role also brings customer insights into lifecycle marketing, communications, content, and digital experience improvements.

Responsibilities:

• Lead, develop, and manage the Customer Experience team, setting clear priorities, service standards, and performance expectations while coaching staff and building the team’s capabilities over time to ensure consistent and high-quality customer experience
• Operationalize CAIA’s Candidate and Member experience strategy across key stages of the customer journey
• Serve as an escalation point for complex Candidate and Member questions and issues, coordinating with internal teams as needed to reach resolution
• Support marketing in creating proactive outreach around important moments in the Candidate and Member journey
• Strengthen onboarding experiences and help Candidates and Members understand what to expect, where to go, and what actions to take next
• Establish and maintain service standards, processes, escalation paths, and measures of customer experience
• Identify recurring questions, pain points, and sources of friction and work across teams to address their underlying causes
• Maintain and improve internal knowledge resources, customer-facing support materials, templates, FAQs, and other tools that enable consistent service
• Identify opportunities for self-service, automation, and technology including AI to improve customer experience and allow staff to focus on interactions where direct human interaction adds the greatest value
• Regularly assess service interactions and customer feedback to identify opportunities for process and experience improvement
• Participate in lifecycle campaign planning and execution across the prospect, Candidate, and Member journey
• Help build and improve registration, exam, program progression, membership, and renewal journeys in partnership with the lifecycle marketing strategy
• Edit and contribute copy and content for email, web, Candidate and Member resources, campaigns, and other marketing communications
• Bring the voice of the customer into campaign, content, and communications planning, ensuring that marketing reflects the questions, needs, and experiences of the audiences it serves
• Participate in campaign testing and optimization, particularly across Candidate and Member communications and lifecycle initiatives
• Partner with digital marketing to identify and implement customer web experience improvements
• Contribute to audience intelligence by identifying patterns in Candidate and Member behavior, questions, feedback, and service interactions
• Support broader marketing initiatives and campaign execution as priorities and opportunities arise

Requirements:

• Candidates must be legally authorized to work in the United States
• The successful candidate will likely bring 5-7 years of experience across customer experience, marketing, communications, or a combination of these disciplines
• Experience delivering and improving direct customer experiences, ideally across multiple stages of a customer lifecycle
• Experience in establishing and improving customer service operations, including service standards, workflows, escalation processes, knowledge management, and measures of performance and customer experience
• Demonstrated experience leading and developing a customer-facing team, including setting clear expectations, coaching and developing staff, managing performance, and building effective ways of working as the team grows
• Strong written communication and editing skills, with the ability to translate complex information into clear, useful customer communications
• Experience contributing to marketing campaigns, lifecycle communications, or audience engagement initiatives
• An ability to recognize patterns across individual customer interactions and translate those insights into broader improvements
• Strong judgment and confidence handling complex or sensitive customer situations
• A process-improvement mindset and interest in identifying better ways of working
• Comfort working with data and customer feedback to identify trends and evaluate effectiveness
• Strong cross-functional collaboration skills and the ability to move work forward across teams without owning every part of the solution
• The ability to balance immediate customer needs with longer-term opportunities to improve the overall experience
• Experience in a membership organization, professional association, credentialing or education organization, financial services, or another complex customer journey would be valuable but is not required