Runna

Compensation

Full Description

Job Title: Customer Experience Manager (Boston) Company Overview: Runna is a dynamic and innovative company dedicated to revolutionizing the running experience for athletes of all levels. Our mission is to empower everyday runners to achieve their personal best through a cutting-edge training platform that combines expert coaching, personalized training plans, and a vibrant community. Based in Boston, we are passionate about fostering a supportive environment where runners can thrive and reach their goals. Role Overview: As the Customer Experience Manager at Runna, you will play a pivotal role in shaping the journey of our users by ensuring exceptional service and engagement. You will lead initiatives to enhance customer satisfaction, drive retention, and build strong relationships with our running community. This role is ideal for someone who is passionate about fitness, technology, and delivering outstanding customer experiences. What You'll Do: - You will develop and implement customer experience strategies that align with Runna’s mission and goals. - You will manage customer support operations, ensuring timely and effective resolution of inquiries and issues. - You will analyze customer feedback and data to identify trends and opportunities for improvement. - You will collaborate with product and marketing teams to enhance the app’s features based on user insights. - You will build and nurture relationships with key community members and partners. - You will lead training and development programs for the customer support team. - You will monitor key performance indicators to measure the success of customer experience initiatives. - You will advocate for the customer’s voice within the company to drive continuous improvement. What You Bring: - 5+ years of experience in customer experience, customer success, or related roles. - Strong knowledge of customer support tools and CRM systems. - Excellent communication and interpersonal skills. - Proven ability to analyze data and translate insights into actionable strategies. - Passion for running or fitness is highly desirable. - Experience working in a tech or app-based company is a plus. Bonus Points If You Have: - Experience managing remote or distributed teams. - Background in product management or marketing. - Familiarity with agile methodologies. - Multilingual abilities to support a diverse user base. What We Offer: - We offer a vibrant and inclusive work culture centered around health and wellness. - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer flexible work hours and remote work options. - We offer opportunities for professional growth and development. - We offer access to exclusive running events and company-sponsored fitness programs. Ready to Apply? If you are excited to help shape the future of running and deliver exceptional customer experiences, please submit your resume and cover letter to careers@runna.com. We look forward to hearing from you!