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 running journey. Role Overview: As a Customer Experience Manager at Runna, you will play a pivotal role in shaping the overall experience of our users. You will be responsible for ensuring that every runner feels supported, engaged, and motivated through personalized interactions and strategic initiatives. Your work will directly impact customer satisfaction, retention, and the growth of our vibrant running community. What You'll Do: - You will develop and implement customer experience strategies that enhance user engagement and satisfaction. - You will manage customer feedback channels to identify pain points and opportunities for improvement. - You will collaborate with product, marketing, and coaching teams to align customer experience initiatives with business goals. - You will lead a team of customer support specialists, providing coaching and development to ensure high performance. - You will analyze customer data and metrics to track the effectiveness of experience programs and report insights. - You will design and execute community-building activities that foster a supportive and active user base. - You will handle escalated customer issues with empathy and professionalism to maintain trust and loyalty. - You will stay informed about industry trends and best practices to continuously innovate our customer experience. What You Bring: - 5+ years of experience in customer experience, customer success, or related roles, preferably in tech or fitness industries. - Strong leadership skills with experience managing and developing teams. - Excellent communication and interpersonal skills to engage effectively with diverse customer groups. - Proficiency in customer relationship management (CRM) software and data analysis tools. - Ability to think strategically and execute tactically in a fast-paced environment. Bonus Points If You Have: - Passion for running or fitness with a personal understanding of the runner’s journey. - Experience working in a startup or high-growth environment. - Knowledge of app-based platforms and digital coaching tools. - Background in marketing or community management. What We Offer: - We offer a collaborative and inclusive work environment that values innovation and creativity. - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer flexible work hours and remote work options to support work-life balance. - We offer opportunities for professional growth and development through training and mentorship. - We offer a vibrant company culture with regular team events and wellness programs. Ready to Apply? To join our passionate team at Runna, please submit your resume and a cover letter detailing your experience and why you’re excited about this role. We look forward to running this journey with you!