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 customer experience strategies to increase user satisfaction and retention. - You will manage customer support channels, ensuring timely and effective resolution of inquiries and issues. - 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 create and maintain customer journey maps and personas to better understand user needs. - You will lead training sessions for customer support staff to enhance service quality. - You will monitor key performance indicators (KPIs) related to customer experience and report findings to leadership. - You will foster a customer-centric culture within the organization. What You Bring: - 3+ years of experience in customer experience management or related roles. - Strong knowledge of customer support tools and CRM systems. - Excellent communication and interpersonal skills. - Analytical mindset with the ability to interpret data and generate actionable insights. - Proven ability to manage multiple projects and collaborate across teams. - Passion for running or fitness is a plus. Bonus Points If You Have: - Experience in the fitness or sports technology industry. - Familiarity with app-based platforms and user experience design. - Background in coaching or athletic training. - Proficiency in data visualization tools. What We Offer: - We offer a vibrant and inclusive work environment in the heart of Boston. - We offer opportunities for professional growth and development. - We offer flexible work hours and remote work options. - We offer competitive salary and comprehensive benefits package. - We offer the chance to be part of a passionate team dedicated to transforming the running community. 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!