Customer Experience Program Manager

Our vision is to democratize lighting control for the world. Core to that vision is delivering an accessible and compelling customer experience for each and every one of our homeowners. Our product challenges the traditional barriers of smart lighting but it is the entire experience that truly differentiates Deako from the competition.

While the first few months of a customer’s time in their home is critical to our success, it’s only the beginning of their journey with Deako. The average homeowner lives in their homes for 10 years before moving. We must deliver that differentiating experience throughout all phases of their journey.

You’ll be charged with designing and managing Deako's Customer Experience program from inception to operations. Start by building out modern data collection methodologies and integrating those techniques and tools into the processes of the critical business units. Then leverage that data as the Voice of the Customer to help us understand and respond to the key challenges and successes of our homeowners.

Required Experience:

• Demonstrated experience building and running Customer Experience or Voice of the Customer programs.
• Ability to communicate effectively across multiple organizational levels and disciplines (technical and non-technical).
• Hands-on experience with CRMs or customer service software (Hubspot, Zendesk, or similar)
• 2+ years directly managing and mentoring others.
• Bachelor's degree or equivalent experience.

Responsibilities:

• Design and implementation of a data driven Customer Experience program
• Integration of CX program inputs / outputs into the organization
• Represent Deako’s customers through Voice of the Customer best practices
• Distill, communicate and drive critical CX issues to completion across the organization.
• Management and operations of Deako’s Customer Service team & support site.

Location details: This position will be based out of our Seattle headquarters. We have a hybrid in office 3 days / remote 2 days policy.

Sponsorhip: We are not sponsoring work visas at this time.

Compensation and Benefits: Deako offers a competitive salary and stock options to successful applicants. Deako has comprehensive health, vision, dental, 401K plans, as well as other great benefits.

To all recruitment agencies: Deako does not accept agency resumes. Please do not forward resumes to our job alias or Deako employees. Deako is not responsible for any fees related to unsolicited resumes.