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 design and conduct user surveys and focus groups to gather actionable insights. - You will create and maintain customer experience documentation and training materials. - You will monitor key performance indicators (KPIs) related to customer satisfaction and report findings to leadership. - You will foster a customer-centric culture within the organization by advocating for user needs. What You Bring: - 3+ years of experience in customer experience management or related roles. - Strong understanding of customer service principles and best practices. - Excellent communication and interpersonal skills. - Proficiency with customer support software and CRM tools. - Analytical mindset with the ability to interpret data and generate insights. - Experience working in a fast-paced, tech-driven environment. Bonus Points If You Have: - Passion for running or fitness industry experience. - Experience with mobile app customer experience management. - Knowledge of UX/UI principles. - Familiarity with community management and engagement strategies. What We Offer: - We offer a collaborative and inclusive work environment that values innovation. - We offer competitive salary and comprehensive benefits package. - We offer opportunities for professional growth and development. - We offer flexible work hours and remote work options. - 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 to careers@runna.com. We look forward to hearing from you!