Senior Digital Customer Experience Manager

Position Title: Senior Digital Customer Experience Manager

Base Salary: $82,500 to $137,500 annually DOE

Bonus: Target annual bonus

Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: O ur customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You : We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement : We always look for ways to make the experiences of our customers – and each other – better.

Earning Your Trust : We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary

The Senior Digital Customer Experience Manager leads data-driven improvements across Ziply Fiber’s web, mobile application, and internal platforms that support customer-facing teams. This hands-on role drives experimentation (such as A/B testing), performance monitoring, and continuous optimization of digital customer touchpoints. It provides cross-functional leadership to align strategies and deliver solutions that enhance the customer experience across both consumer and business segments. Reporting to the Director of Customer Lifecycle Management, the role requires strategic thinking, strong communication, and the ability to balance long-term vision with day-to-day execution in a fast-paced environment.

Essential Duties And Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Digital Experience Strategy and Optimization

· Manage digital user flows across the App and Website to align with the prospect or customer’s desired experience and to support key e-commerce and customer care business drivers.

· Define, lead, and often execute digital optimization initiatives to simplify and enhance the customer experience and deliver the desired business impact.

· Build efficient and scalable processes to use data, competitive analysis, best practices, and research to assess friction points and identify opportunities for optimization within our digital prospect and customer journeys.

Performance Measurement and Continuous Improvement

· In partnership with sales, business segments, marketing and analytics, establish clear objectives and success metrics for new projects and monitor performance of key performance indicators (KPIs). Work with analytics to develop reporting frameworks and methodologies to measure effectiveness.

· Identify trends and hypothesis through data analysis, mapping the digital customer journey, customer segmentation, and by conceptualizing content plans to inform a test and learn roadmap, and work with key partners to implement.

Cross-Functional Collaboration and Customer Advocacy

· Collaborate with partners to research, diagnose and identify issues and possible solutions to improve the customer experience. Working with stakeholders and user experience (UX) design, develop wireframes and designs that articulate the improved digital experience.

· Advise, inform, and contribute to digital go-to-market and merchandising plans as an advocate for the voice of the consumer.

Other Duties

· Performs other duties as required to support the business and evolving organization .

Required Qualifications:

· High school diploma or GED.

· Bachelor’s degree (BA/BS) required or equivalent experience in a related field such as digital marketing, business, user experience design, or data analytics.

· Minimum of four (4) years of experience in digital product management and customer experience.

· Eagerness to learn new things and a passion for, and knowledge of, rapidly evolving digital best practices for brand, lead gen, e-commerce, and MarTech solutions.

· Ability to analyze, interpret, and use data to drive experiments, A/B testing and customer experience improvements.

· Strong experience in digital content strategy, SEO principles, CX management, e-commerce, journey mapping, and site merchandising best practices (including optimization and personalization). UX Design experience a plus.

· Command of website development lifecycle and processes.

· Ability to lead/manage multiple projects while coordinating efforts across a variety of functional areas.

· Understanding of and experience with most key MarTech/Web solutions including Sitecore CMS, Adobe Experience Cloud (Analytics and Target), Google Analytics and Qualtrics.

· Exceptional written and verbal communication skills.

· Strong analytical approach to presenting recommendations and making decisions.

· Ability to work autonomously, think independently and resourcefully problem-solve.

· This position is a hybrid position working in the Kirkland office 1-2 days per week with minimal travel required.

Preferred Qualifications:

· Experience working for companies with e-commerce and/or self-service, technology, software, or subscription products (Telecom/Cable/Wireless a plus).

Knowledge, Skills, And Abilities:

· Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.

· Ability to multi-task and collaborate effectively with other personnel to meet deadlines.

· Strong verbal and written communication, attention to detail, and organizational skills.

· Ability to work within critical deadlines.

· Ability to adjust to rapidly changing priorities and schedules.

· Ability to provide excellent customer service.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / Eeo:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.