Runna

Compensation

Full Description

Job Title: Customer Experience Manager Company Overview: Runna is a dynamic and innovative company dedicated to revolutionizing the running experience for athletes of all levels. Based in Boston, we are committed to building the #1 training platform for runners, offering world-class coaching, training, and community support through our cutting-edge app. Our mission is to empower everyday runners to achieve their personal bests and enjoy their fitness journey. Role Overview: As a Customer Experience Manager at Runna, you will play a pivotal role in enhancing the overall satisfaction and engagement of our users. You will lead initiatives to improve customer interactions, gather valuable feedback, and collaborate with cross-functional teams to ensure our platform meets and exceeds user expectations. What You'll Do: - You will develop and implement strategies to enhance the customer experience across all touchpoints. - You will manage customer support operations, ensuring timely and effective resolution of user inquiries. - You will analyze customer feedback and usage data to identify trends and areas for improvement. - You will collaborate with product, marketing, and coaching teams to align customer experience initiatives with business goals. - You will design and execute customer engagement programs to build a loyal and active user community. - You will monitor key performance indicators related to customer satisfaction and report insights to leadership. - You will lead training sessions for customer support staff to maintain high service standards. - You will stay updated on industry best practices and incorporate innovative approaches to customer experience. What You Bring: - 3+ years of experience in customer experience management or related roles. - Strong understanding of customer service principles and CRM tools. - Excellent communication and interpersonal skills. - Ability to analyze data and translate insights into actionable strategies. - Experience working in a fast-paced, tech-driven environment. - Passion for running or fitness is a plus. Bonus Points If You Have: - Experience with SaaS platforms or mobile app customer support. - Knowledge of the running or fitness industry. - Proficiency in data analytics tools such as Excel, Tableau, or similar. - Background in community management or coaching. What We Offer: - We offer a collaborative and inclusive work environment that values innovation. - We offer competitive salary and benefits packages. - We offer opportunities for professional growth and development. - We offer flexible work arrangements to support work-life balance. - We offer access to our premium training platform and fitness resources. Ready to Apply? Please submit your resume and a cover letter detailing your experience and passion for customer experience management to careers@runna.com. We look forward to hearing from you!