Customer Experience Manager [Payments]

Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

Upwork is looking for a passionate customer experience professional who's ready to use data, storytelling and insights to drive our teams to improve users' lives. As a Customer Experience Manager, this person will lead our VoC function for Upwork's Payment, Tax & Work Management business unit. This will be a critical role developing our CX Center of Excellence and will focus on data analysis and building closed-loop feedback systems.

Your Responsibilities:

• Build our VoC collection capabilities: Collect insights across our Payments, Tax & Work Management experiences to create a comprehensive, 360° view of this segment of the customer journey
• Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication
• Data analysis: Dive into data across sources, including our natural language processing vendor, unitQ, to identify themes at scale and get them to the right Payments product owners
• Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit
• Systems thinker: Zoom out to see the big picture and dive into the details when appropriate
• Make prioritized and compelling recommendations: Influence product roadmaps through compelling, data-driven storytelling and business cases, using operational, customer and financial data so outputs meet business needs and are strategically aligned.
• Empathetic storytelling: engage both the head and heart for our Payments product leaders and teams, providing them the understanding they need to prioritize and accomplish CX goals.

What it Takes to Catch our Eye:

• Growth mindset and a curiosity to lean into the latest industry data and best practices
• Certified Customer Experience Professional (CCXP)
• Proven track record driving positive change in a complex environment
• Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority
• Understands CX methods and tools (ex. NPS, CES, closed-loop systems, journey mapping)

The annual base salary for this position in California and Washington ranges from $98,000 - $169,000. The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.

Come change how the world works.

At Upwork, you'll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we've also got amazing benefits.

Check out our Life at Upwork page to learn more about the employee experience.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics...

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