Senior Manager, Customer Experience

CAIA Association

. Lead, develop, and manage the Customer Experience team .

Posted 11/1/2026full-timeUnited StatesSenior💰 $85,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer experience initiatives, optimizing customer journeys, and enhancing service operations. Proficient in analyzing customer feedback and data to drive improvements and foster cross-functional collaboration.

Highest-signal resume keywords

Customer Experience ManagementTeam LeadershipProcess ImprovementData AnalysisMarketing Campaign Contribution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service OperationsKnowledge ManagementPerformance MeasurementLifecycle CommunicationsContent EditingEscalation ProcessesSelf-Service SolutionsAutomation TechnologiesCustomer Journey MappingAudience Engagement

Soft Skills

Strong Written CommunicationCross-Functional CollaborationJudgment in Complex SituationsCoaching and DevelopmentProblem-Solving Mindset

Industry Keywords

Membership OrganizationProfessional AssociationCredentialingEducation OrganizationFinancial Services

About the role

Key responsibilities & impact

Lead, develop, and manage the Customer Experience team
Set service standards, priorities, performance expectations, escalation paths, and customer-experience measures
Operationalize CAIA’s Candidate and Member experience strategy across the customer journey
Serve as an escalation point for complex Candidate and Member questions and issues
Coordinate with internal teams to resolve customer issues
Support proactive outreach around important Candidate and Member journey moments
Strengthen onboarding experiences and clarify next steps for Candidates and Members
Identify recurring questions, pain points, and friction and address underlying causes
Maintain and improve knowledge resources, support materials, templates, FAQs, and service tools
Identify opportunities for self-service, automation, technology, and AI to improve customer experience
Assess service interactions and customer feedback to improve processes and experiences
Participate in lifecycle campaign planning and execution across prospect, Candidate, and Member journeys
Improve registration, exam, program progression, membership, and renewal journeys
Edit and contribute copy and content for email, web, resources, campaigns, and marketing communications
Bring customer insights into campaign, content, communications, and audience planning
Participate in campaign testing and optimization
Partner with digital marketing on customer web experience improvements
Contribute to audience intelligence by identifying patterns in behavior, questions, feedback, and service interactions
Collaborate across Marketing, Operations, IT, Educational Programs, and Community
Report to the Director of Content Marketing and Brand Strategy

Requirements

What you’ll need

5–7 years of experience across customer experience, marketing, communications, or a combination of these disciplines
Experience delivering and improving direct customer experiences across multiple stages of a customer lifecycle
Experience establishing and improving customer service operations, including service standards, workflows, escalation processes, knowledge management, and measures of performance and customer experience
Experience leading and developing a customer-facing team, including setting expectations, coaching and developing staff, managing performance, and building effective ways of working
Strong written communication and editing skills
Experience contributing to marketing campaigns, lifecycle communications, or audience engagement initiatives
Ability to recognize patterns across individual customer interactions and translate insights into broader improvements
Strong judgment handling complex or sensitive customer situations
Process-improvement mindset
Comfort working with data and customer feedback to identify trends and evaluate effectiveness
Strong cross-functional collaboration skills
Ability to balance immediate customer needs with longer-term experience improvements
Candidates must be legally authorized to work in the United States
Experience in a membership organization, professional association, credentialing or education organization, financial services, or another complex customer journey is valuable but not required

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Retirement benefits
Paid time off
Other employee benefits