Responsibilities
- Support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly.
- AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.
- A Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics.
- A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.
- Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare.
Requirements
- Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints, translating qualitative and quantitative insight into prioritized roadmaps.
- Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout.
- Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement.
- People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on.
Nice to Have
- Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome.
Work Arrangement
Hybrid — Atlanta, Boston
Additional Information
- Base salary determined by job-related experience, education/training, and market indicators.
- Role includes Flock Stock Options.
- Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston.
- Hub-based roles mean real in-person time with your coworkers.
- Remote roles exist, and when a posting is open to remote work, it says so.
- Equal opportunity employer.
- Assistance or accommodation due to a disability available via recruiting@flocksafety.com.
- All legitimate communication from Flock comes from an email ending in @flocksafety.com or noreply@ashbyhq.com.
- Never make offers through messaging apps or third parties, and never request payment or sensitive personal information during hiring.
