Customer Experience Sr. Manager

Role Summary

We are rebuilding how support works at Apollo. Moving from a reactive, ticket-driven model into a proactive, insight led, AI-powered customer experience engine. The Customer Experience Senior Manager role plays a central role in that evolution. Expect up to 10 weeks of travel a year to sit with teams, work shoulder to shoulder with partners, and get close to the real customer experience when it matters most.

This leader will own two critical functions:

1. Knowledge Base Content Team

This team produces and maintains high-quality customer-facing and internal knowledge. Content viewed millions of times and used heavily by both humans and AI. The Senior Manager ensures the KB becomes a strategic asset, not a static library. Updated fast, structured for machines, and intuitive for humans.

2. Customer Experience Change Agents

This team is transforming from a traditional QA group into a team of experience investigators. Instead of scoring interactions, they will uncover customer pain patterns across product behavior, AI flows, and human support touchpoints. Their insights will fuel product managers, support leaders, and other stakeholders with validated findings that actually shape change.

This role is ideal for someone unapologetically curious, deeply customer obsessed, and energized by building things that did not exist yesterday. You will create clarity where none exists, strengthen young leaders, and establish the frameworks that guide how Apollo learns from customers and designs better experiences.

Key Responsibilities

Strategic Leadership and Vision

• Architect how the CE and KB teams operate moving forward, including workflows, tooling, and success metrics.
• Build a unified strategy that positions the KB as a core input to AI accuracy, customer self-service, and experience design.
• Develop the operating model for the Customer Experience Change Agent team, including discovery frameworks, investigation protocols, validation processes, and cross functional feedback loops.

Knowledge Base Ownership

• Ensure all product enhancements, releases, and UI or UX changes are rapidly reflected in knowledge articles using a machine first, human clear structure.
• Partner closely with Product Managers and Product Marketing Managers to integrate knowledge flows into product development and release cycles.
• Maintain rigorous auditing to ensure accuracy, freshness, and findability across internal and customer facing content.
• Drive the adoption of AI assisted authoring, auditing, and taxonomy optimization.

Customer Experience Change Agents

• Shift the team from compliance QA to experience discovery. Empower analysts to investigate journeys, validate themes, and deliver insights that prompt action.
• Build tools, templates, workflows, and training materials that help the team work consistently at a high bar.
• Translate observations into clear narratives with data, impact assessment, and recommended next steps.
• Enable the team to investigate experience breakdowns across product functionality, AI behaviors, and human interactions, not just support cases.

Cross Functional Influence

• Integrate CE insights into Product, Engineering, Enablement, Support Leadership, and other partners to drive measurable improvements.
• Influence roadmap priorities through validated customer pain patterns and experience insights.
• Establish clear feedback loops that ensure insights lead to action instead of being lost in a backlog.

People Leadership and Team Development

• Coach and develop leads, analysts, and writers. Create future leaders while upskilling the team in research, storytelling, content design, and customer empathy.
• Model a culture of curiosity, psychological safety, honest reflection, and high accountability.
• Teach junior leaders how to lead for the first time and support them as they grow into confident, independent decision makers.
• Encourage asking questions, seeking help early, and admitting when things are unclear. Model that behavior yourself.

What Great Looks Like

• You see patterns where others see noise.
• You transform ambiguous problems into clear, repeatable systems.
• You tell the truth early, ask for help before you are underwater, and coach others to do the same.
• You build teams that feel safe, encouraged, and challenged.
• You push for better customer experiences not because it is your job, but because it bugs you when something is off.

Qualifications

• 5 or more years in customer experience, content, operations, or insights roles.
• 5 or more years leading managers, leads, or high performing ICs.
• Experience building or evolving teams through change, ambiguity, or rapid scaling.
• Strong partnership record with Product, PMM, Engineering, or Enablement.
• Is AI focused and on the journey to becoming a master of the craft. How can we use AI insights to power humans to drive change?
• Exceptional written and verbal clarity. You make the complex simple.
• Comfortable designing frameworks and systems from scratch.
• Deep curiosity about the why behind customer behavior and experience problems.