Customer Experience Manager

The Customer Experience (CX) Manager – Product Owner / Senior Business Systems Analyst is a leader accountable for the overall health of the Salesforce platform, serving as both Product Owner and senior business analyst for the Salesforce ecosystem (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ) that supports Hotwire’s fiber network sales, service delivery, and customer care operations. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the CX team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.

RESPONSIBILITIES:

• Serve as Product Owner and senior business analyst for the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ etc.), owning the platform roadmap, backlog, and release calendar.
• Transform game-changing ideas that differentiate our company into clear designs, epics, and user stories that we can implement through technology.
• Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define “definition of done” in partnership with development and QA teams.
• Assist in the definition of project scope, requirements, and objectives across the Salesforce ecosystem, involving all relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third parties/vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and Return on Investment (ROI).
• Facilitate workshops or work sessions with to translate an initiative’s high-level concept into key design criteria.
• Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery introducing feasible processes implemented with people and Salesforce.
• Author business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Salesforce enhancements.
• Design integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.
• Define test plan criteria and execute or oversee UAT/SIT against sandbox and production-like environments to evaluate whether documented requirements are sufficiently met before release.
• Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog.
• Own and oversee functional documentation, configuration standards, and platform governance over time as a responsible steward of Salesforce processes and system workflows.
• Monitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution) and platform adoption metrics.
• Partner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams.
• Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree in business, design, information technology, or a related field.
• Minimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, or customer experience functions.
• Hands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Velocity, CPQ).
• Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
• Knowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing
• Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
• Experience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow
• A strong understanding of the dynamic role of CX
• Knowledge of cable and telecommunications products and services
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
• Must embrace company principles and demonstrate understanding of concierge culture