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, marketing, and coaching teams to enhance the app’s features and user engagement. - You will lead community-building efforts, organizing events and initiatives that foster connection among users. - You will train and mentor customer support staff to maintain high standards of service. - You will monitor key performance indicators related to customer satisfaction and retention. - 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 management, preferably in tech or fitness industries. - Strong knowledge of customer support tools and CRM systems. - Excellent communication and interpersonal skills with a customer-centric mindset. - Proven ability to analyze data and translate insights into actionable strategies. - Experience leading teams and managing cross-functional projects. - Passion for running or fitness is highly desirable. Bonus Points If You Have: - Experience working with mobile app platforms and SaaS products. - Background in community management or event planning. - Familiarity with coaching or sports training methodologies. - Knowledge of the Boston running community and local fitness culture. What We Offer: - We offer a collaborative and inclusive work environment that values innovation and growth. - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer flexible work arrangements to support work-life balance. - We offer opportunities for professional development and career advancement. - We offer employee discounts on Runna products and access to exclusive running events. Ready to Apply? Please submit your resume and a cover letter detailing your experience and passion for customer experience and running to careers@runna.com. We look forward to hearing from you!