Customer Experience Manager

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses.

The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity.

We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully.

The Customer Experience (CX) Manager strengthens performance, quality, and continuous improvement across the remote support ecosystem. This role serves as the operational owner for CX vendor performance and for phone, email, and tier 1 and tier 2 technical support execution, as well as recurring insights that inform product, engineering, and operations.

This cross functional position drives impact through collaboration with vendor partners and internal stakeholders across engineering, product, quality assurance, and operations to ensure high quality, scalable remote support for the autonomous delivery fleet.

JOB DUTIES

• Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures.

• Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard.

• Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents.

• Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively.

• Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement.

• Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes.

• Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements.

• Maintain clear visibility into vendor operational health and highlight risks before they become problems.

• Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways.

• Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance.

• Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives.

• Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.

EXPERIENCE, QUALIFICATIONS, & SKILLS

Required Experience, Qualifications, and Skills

• Bachelor's degree in Business, Operations, Analytics, or a related field

• 4+ years of experience in CX operations, vendor management, service delivery, or a related operational function in a fast-paced, data-driven environment.

• 3+ years of experience managing third party vendor relationships in customer experience, tier 1 and tier 2 technical support, and other operational functions, while driving accountability through metrics and structured feedback.

• Strong analytical skillset with proficiency in Google Sheets, Jira, and ThoughtSpot (or equivalent BI tools).

• Experience designing and improving operational processes using data, stakeholder input, and structured problem-solving.

• Familiarity with change management and document control practices in operational or technical environments.

• Strong communication skills, with the ability to convey complex data and operational issues and recommendations to diverse audiences.

• Ability to occasionally work evenings, weekends, and holidays when operational demands require.

• International Travel to visit vendor site(s) once a quarter is expected.

Preferred Experience, Qualifications, and Skills

• Experience guiding the setup, operation, and management of contact center solutions.

• Experience working with third-party vendors or remote teams.