Senior Manager, Customer Experience

Operational Leader For Customer Experience Division

ECP is a fast-growing SaaS platform powering day-to-day operations for more than 8,000 senior living communities across the country. As the industry evolves, we continue to expand our product suite and deepen our commitment to helping operators deliver better care with greater efficiency. With new products coming to market, increasing growth rate, and a desire to continue exceeding customer expectations, we are entering an important new phase of scale. To support this momentum, we are investing in the people that will help carry ECP through its next stage of growth.

The Opportunity: We are seeking a thoughtful, people-centered operational leader to help shape the future of our Customer Experience (CX) division. This role is ideal for someone who thrives at the intersection of customer advocacy, internal operations, and organizational scaling. Someone who can support enterprise customer needs while strengthening the internal systems that power all functions that create our customer experience. In partnership with the VP of Customer Experience, this leader will help evolve how ECP structures and empowers the teams responsible for onboarding, customer success, and client-facing service delivery. You will bring clarity, operational discipline, and leadership presence to a high-growth organization. Ensuring our teams, processes, and culture scale in an intentional way. Importantly, this role is not about coming in with a blank slate; it's about uplifting and enabling our existing team. You will collaborate closely with current managers and leaders who have driven ECP's growth to date, helping them continue to succeed as expectations rise and complexity continues to increase. This position is designed for someone who wants both ownership and partnership. A person who can bring forward and execute on implementing new frameworks and ideas, while working collaboratively with senior leadership to build the system that creates an exceptional customer experience in this next chapter of ECP.

This role reports to the VP of Customer Experience and is positioned as a strategic leader who strengthens our customer-facing organization by bringing structure, consistency, and an engaged leadership presence.

Responsibilities

Strategic Leadership & Organizational Impact

• Define operating frameworks, success measures, and communication flows that bring clarity across CX functions.
• Translate company goals into actionable plans, improving alignment, prioritization, and execution across teams.
• Identify and address organizational gaps, driving continuous improvement in process, structure, and tooling.
• Develop and maintain operating systems that support scale, consistency, and cross-team coordination.
• Partner with the VP of CX to shape divisional strategy, highlight opportunities, and increase leadership capacity.

Customer Experience, Support & Enterprise Engagement

• Provide a steady, professional presence for high-value customers, supporting escalations and driving resolution in a customer-centric manner.
• Oversee key moments in the customer lifecycle to ensure consistent, high-quality onboarding, adoption, training, and long-term success.
• Support enterprise account health by coordinating with internal teams to deliver on commitments and enable customer outcomes.
• Architect and drive improvements to customer-facing processes, helping teams diagnose challenges and design scalable solutions. Measure success of all process improvements.

Team Leadership, Culture & People Development

• Coach and enable managers and team leads, providing guidance that strengthens their effectiveness and confidence.
• Reinforce and elevate the culture that makes ECP's CX team strong with accountability, ownership, and customer-centricity at the center of what we build.
• Lead and coach structured management practices including goal setting, 1:1s, team communication practices, and performance expectations.
• Support teams through change, offering clarity and context during periods of growth and transformation.
• Drive alignment across teams so priorities, expectations, and success measures are consistently understood. And develop managers, offering guidance, frameworks, and coaching that elevate team performance.

Operational Excellence & Process Improvements

• Build and refine processes that improve scale, efficiency, and quality across the CX organization and improve executive visibility.
• Establish tools, templates, and documentation that streamline workflows and create consistency.
• Monitor and interpret CX metrics, informing decisions and guiding team-level improvements.
• Champion improvements that enhance both customer experience and internal team experience.
• Ensure effective use of internal systems including CRM, project tools, dashboards, and communication platforms. Including implementing and adopting new systems as needed.

Cross-Functional Partnership & Collaboration

• Strengthen alignment with Product, Engineering, Sales, Finance, and Operations, supporting shared customer outcomes.
• Translate customer feedback into actionable insights for product and engineering teams.
• Partner with Sales & Account Management to ensure expectations set during the sales cycle translate into successful onboarding and adoption.
• Represent CX perspectives in internal discussions, ensuring customer needs and team realities are understood.

Who You Are

A builder at heart. You thrive in environments where structure, clarity, and process are still being shaped. You enjoy creating order, momentum, and culture as teams grow.

A strategic operator who can still roll up your sleeves. You balance planning and execution, knowing when to focus on aligning teams and when to own the execution of work.

A confident, empathetic leader. You coach people well, handle escalations with steadiness, and bring a calm, solutions-oriented presence when operating internally and externally.

A cross-functional collaborator. You enjoy partnering deeply across the business, and you're comfortable engaging directly with senior leadership to drive alignment and organizational clarity.

A culture creator. You believe scaling isn't just about headcount or process. You know that it is about empowering people, creating team identity, and reinforcing and rewarding the behaviors that create exceptional outcomes.

A problem-solver. You're energized by figuring out why something isn't working, simplifying complexity, and building repeatable, scalable solutions.

Why This Role Matters

This is a unique opportunity to join ECP during a period of significant evolution. You'll help shape the organization that supports thousands of communities across the country that dedicate their careers and time to the care of others. The work you do here will directly influence how the next stage of ECP's growth feels, functions, and performs. If you're passionate about building teams, elevating operations, and improving the customer experience at scale, this role gives you the support, visibility, and runway to make a real impact.

Requirements

8+ years of SaaS experience across Customer Success, Implementation, Client Delivery, Professional Services, or similar customer-facing functions.

Proven experience leading teams (managers and/or ICs) in a growth-stage or fast-moving SaaS organization.

Background working with enterprise or high-stake accounts — navigating multi-stakeholder groups, managing escalations, and strengthening long-term relationships.

Ability to partner effectively with senior leadership — helping shape divisional direction, influencing strategic decisions, and translating vision into operational reality.

Strong operational and project-management skills — comfortable with CRM tools, KPIs, process design, delivery workflows, and continuous improvement motions.

Ability to thrive in regulated or complex environments (senior living, healthcare, pharmacy, or similar), or a demonstrated aptitude for learning them quickly.

Exceptional communication skills — clear, concise, executive-ready, and effective across email, Zoom, and in-person discussions.

A mindset focused on outcomes and scale. You think in systems, efficiencies, customer impact, team readiness, and measurable progress.

Bachelor's degree required.

Ability to travel semi-regularly (25% avg.) to engage with clients, collaborate with peers, and support in-market events.