Job Description

About the Role:

User Support is one of the richest sources of user intelligence in the organization. Every user interaction provides valuable insight into how our products are experienced, where users encounter friction, and where opportunities exist to improve.

The challenge isn’t collecting user feedback, it’s ensuring those insights consistently influence product decisions.

The Senior Manager of Customer Experience Insights (CXI) is responsible for leading the team that transforms user feedback into actionable product intelligence. Reporting to Director, Support Operations, this role serves as the bridge between User Support and Product, helping ensure the voice of the user informs product strategy, prioritization, development, launch, and continuous improvement.

This is more than a leadership role, it is an opportunity to strengthen the Customer Experience Insights capability. You will establish the team's operating model, lead a team of Senior Customer Experience Insights Analysts, and develop the processes and partnerships that enable user intelligence to become a trusted input into product decisions. Success is measured by the product decisions your team influences, the user friction your team helps eliminate, and the measurable business outcomes your work supports.

This is a full-time role that can be held from one of our US offices or remotely in the United States.

Role Responsibilities:

Lead the Customer Experience Insights Capability

• Establish and evolve the Customer Experience Insights team's operating model across the product lifecycle.
• Develop scalable processes for collecting, synthesizing, and operationalizing user feedback from support interactions, Voice of user programs, behavioral analytics, and other user feedback channels.
• Define standards for the team's user insight generation, user feedback taxonomy, reporting, and knowledge management.
• Build repeatable mechanisms that transform user feedback into prioritized product recommendations supported by measurable business impact.

Lead & Develop a High-Performing Team

• Coach and develop a team of Senior Customer Experience Insights Analysts.
• Create clear operating rhythms, quality standards, and development plans for the team.
• Foster a culture of curiosity, analytical rigor, user advocacy, and continuous improvement.
• Help establish CXI as a sought-after strategic partner with cross-functional teams.

Influence Product Strategy

• Partner closely with Product, Engineering, and Growth Marketing throughout the product lifecycle.
• Provide user intelligence that informs product discovery, roadmap prioritization, solution design, launch readiness, and post-release evaluation.
• Advocate for user investments using compelling narratives supported by quantitative evidence and operational metrics.
• Leverage historical user insights and lessons learned from previous launches to proactively identify user friction before development begins.

Measure Product & User Outcomes

• Define success metrics that connect user experience improvements to business outcomes.
• Evaluate whether product releases reduced user effort, recurring support demand, and operational cost while improving adoption, engagement, and user satisfaction.
• Establish closed-loop feedback processes that validate product outcomes and continuously improve future product decisions.

Support Organizational Learning

• Build and maintain a centralized user intelligence knowledge base.
• Capture recurring user behaviors, historical product learnings, and emerging trends to strengthen future planning.
• Leverage AI and advanced analytics to improve insight generation, identify emerging opportunities, and scale the CXI capability.
• Demonstrate how Support Operations contributes to product innovation rather than simply reacting to user issues.

Minimum Qualifications

• 8+ years of experience in Product Operations, Product Management, Customer Experience, Customer Insights, Business Strategy, Support Operations, Consulting, or a related field.
• 3+ years of experience leading high-performing teams and developing talent.
• Demonstrated success building programs, operating models, or team capabilities from concept to execution.
• Experience influencing product strategy and cross-functional decision-making without direct roadmap ownership.
• Strong communication, facilitation, and stakeholder management skills with senior stakeholders.
• Proven ability to synthesize qualitative user feedback with quantitative business data to drive strategic recommendations.
• Experience leading cross-functional initiatives across Product, Engineering, and Growth Marketing teams

Preferred Qualifications

• Experience in consumer technology, fintech, marketplace, or high-growth digital businesses.
• Experience leading Voice of Customer, Product Operations, Customer Experience, or Customer Insights teams.
• Strong proficiency with SQL, business intelligence platforms, product analytics tools, and User Support technologies.
• Experience leveraging AI and automation to analyze user feedback and improve operational effectiveness.

What Success Looks Like:

Within your first 12 months, you will:

• Establish Customer Experience Insights as a trusted source of user intelligence for Product and cross-functional partners.
• Build a high-performing team with clear operating standards and scalable processes.
• Create a repeatable operating model that embeds user intelligence throughout the product lifecycle.
• Influence product roadmap decisions through evidence-based user recommendations.
• Develop leadership reporting that connects user experience improvements to measurable business outcomes.
• Reduce recurring user friction by identifying and supporting systemic product improvements.
• Build strong partnerships that position Support Operations as a strategic partner to Product rather than a downstream stakeholder.

Compensation:

At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is $123,378-$145,150. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.