Manager, CX Operations

We are seeking a Product Manager, Customer Experience (CX) Operations to take ownership of auditing, testing, and improving all end-to-end customer experiences. This role is central to ensuring our claims and support journey meets the highest standards of quality, empathy, and usability. You will lead internal dogfooding initiatives and customer journey audits, identifying pain points and advocating for continuous improvement across product, operations, technology, and client services.

Key Responsibilities

• Drive CX-focused initiatives into the business; collaborate cross-functionally with product, engineering, design, operations, and CX teams to prioritize and drive improvements
• Launch/pilot internal product adoption and usability programs that promote a culture of believing-in, owning, using our products and services
• Own the strategy and execution of claims experience auditing programs, with a focus on dogfooding and usability walkthroughs
• Regularly simulate and test the customer claims journey from end-to-end, documenting friction points and user experience gaps
• Create and maintain CX break-fix backlog, roadmap, scorecards, and audit reports that surface key insights and experience KPIs
• Advocate for the customer by bringing real-world data and firsthand experience into product roadmaps and decision-making
• Lead workshops and playback sessions to socialize findings and align stakeholders on CX opportunities
• Support the development of internal tools or frameworks that streamline auditing and dogfooding practices across teams
• Work across our CX and Asurion org to monitor market and competitor trends to benchmark Asurion’s claims experience and identify improvement opportunities
  
  

Qualifications

• Deeply passionate about the customer and their experience; a divine empathy for each individual customer
• High business acumen, entrepreneurial drive, and the ability to excel in an ambiguous environment; high autonomy, self-starter, driver
• 3–6 years of experience in CX, product management, UX research, or experience design, preferably in a tech or services environment
• Proven success leading customer experience or journey audit initiatives
• Exceptional problem-solving skills and the ability to synthesize data and qualitative feedback into actionable insights
• Strong communication and stakeholder management skills, with experience influencing at all levels of the organization
• Experience with CX tools (e.g., Qualtrics, FullStory, etc.) and collaboration platforms (e.g., Jira, Confluence, Figma)
• Prior experience in claims, warranty services, or insurance industries is a plus
  
  

Preferred Attributes

• Customer-obsessed with a bias toward action
• Able to challenge assumptions, status-quo, and push for meaningful change
• Comfortable with ambiguity and operating independently while collaborating across a matrixed organization
• High intellectual curiosity and data-driven