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Senior Manager Customer Experience

Bellevue Office, WeWork Sunset North

About the Company

Armada is an edge computing startup that provides computing infrastructure to remote areas where connectivity and cloud infrastructure is limited, as well as areas where data needs to be processed locally for real-time analytics and AI at the edge. We’re looking to bring on the most brilliant minds to help further our mission of bridging the digital divide with advanced technology infrastructure that can be rapidly deployed anywhere.

 
About the role

We are seeking an experienced and strategic Senior Manager of Customer Experience to lead initiatives that enhance customer satisfaction, drive loyalty, and improve the overall customer journey. In this role, you will manage a team responsible for delivering best-in-class customer experiences across multiple touchpoints, while working cross-functionally to identify pain points and implement data-driven solutions that align with our brand values and business goals.

Location. This role is office-based at our Bellevue, Washington office. 

What You'll Do (Key Responsibilities)

  • Lead and develop a high-performing Customer Experience team, including training, coaching, and performance management.
  • Design and execute customer experience strategies that drive satisfaction, retention, and advocacy.
  • Analyze customer feedback, behavior, and journey data to identify trends, root causes, and opportunities for improvement.
  • Partner with Marketing, Product, Sales, and Operations to ensure a cohesive and seamless customer experience.
  • Oversee Voice of the Customer (VoC) programs, including NPS, CSAT, and customer surveys, and drive continuous improvement based on findings.
  • Develop KPIs and dashboards to measure the impact of customer experience initiatives and report results to senior leadership.
  • Lead cross-functional projects to address systemic issues that affect customer experience.
  • Advocate for the customer in strategic discussions and influence business decisions with a customer-centric mindset.
  • Stay current on industry trends and best practices to continuously innovate and improve.

Required Qualifications

  • Bachelor’s degree in Software Engineering, Computer Science, or related field.
  • 7+ years of experience in customer experience, customer success, or related roles, with at least 3 years in a leadership capacity.
  • Proven track record of designing and implementing successful customer experience programs.
  • Strong analytical skills and proficiency with CX tools (e.g., Qualtrics, Medallia, Zendesk, Salesforce, etc.).
  • Exceptional communication, leadership, and stakeholder management skills.
  • Customer-centric mindset with a passion for improving processes and outcomes.
  • Ability to thrive in a fast-paced, collaborative, and data-driven environment.

Preferred Qualifications

  • Experience in startups.
  • Six Sigma or CX certification (e.g., CCXP).
  • Familiarity with journey mapping and customer persona development.

Compensation & Benefits

For U.S. Based candidates: To ensure fairness and transparency, the starting base salary range for this role for candidates in the U.S. are listed below, varying based on location experience, skills, and qualifications.  In addition to base salary, this role will also be offered equity and subsidized benefits (details available upon request).

Benefits

  • Medical, dental, and vision (subsidized cost)
  • Health savings accounts (HSA), flexible spending accounts (FSA), and dependent care FSAs (DCFSA)
  • Retirement plan options, including 401(k) and Roth 401(k)
  • Unlimited paid time off (PTO)
  • 15 paid company holidays per year

#LI-LL1

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Compensation

$144,000 - $180,000 USD

You're a Great Fit if You're

  • A go-getter with a growth mindset. You're intellectually curious, have strong business acumen, and actively seek opportunities to build relevant skills and knowledge 
  • A detail-oriented problem-solver. You can independently gather information, solve problems efficiently, and deliver results with a "get-it-done" attitude 
  • Thrive in a fast-paced environment. You're energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company
  • A collaborative team player. You focus on business success and are motivated by team accomplishment vs personal agenda 
  • Highly organized and results-driven. Strong prioritization skills and a dedicated work ethic are essential for you 

Equal Opportunity Statement

At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.

 

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