Senior Manager CX, Sales & TransformationFully Remote

At Specialized, we value curiosity, a desire to try new things, and an eagerness to learn about all aspects of the business. Join us in making the world a better place through the power of bicycles and building your dream career simultaneously!

HOW YOU'LL MAKE A DIFFERENCE

* Refine and align the vision of best-in-class experiences to suit our business, partners, and riders.

* Use data-driven insights to focus on opportunities that have the most impact.

* Create compelling future state narratives to drive buy-in towards desired outcomes.

* Facilitate design thinking workshops to bring rigor and consistency to our journey creation approach.

* Leverage your understanding of B2B2C, B2C, Service, and Sales environments to inform the debate.

* Utilize NPS and survey best practices to ensure riders and partners are well-served.

* Leverage your global market expertise to differentiate within markets.

* Understanding how to measure the effectiveness (rider and business) of the journeys created and then measuring it will be critical to the ongoing journey.

WHAT YOU NEED TO WIN

* Rider Obsession: The rider is the boss, and we are here to serve them.

* Significant operational experience in both B2C and B2B, including retail.

* Exposure to high-end brands and their best practices for engagement and brand value.

* Experience in creating and executing design thinking (or similar) workshops that drive buy-in and high-impact change.

* A strong growth mindset - a learn-it-all attitude that can successfully integrate external best practices with our business - and the ability to see the journey over time.

* A strong commercial acumen - the ability to create business cases that are simple yet effective, and to drive great sales outcomes for the rider, our brand, and the bottom line.

* Collaborate to win: We are a matrixed organization, so you will need to influence others to be successful. You will need strong relationship skills to ensure GRC is a seamless part of the whole and has the right influence on the actions of other teams within the business.

* 10 years of experience within CX organizations and an understanding of that environment, including the roles within it, and the needs of different customer types (e.g., Business and Consumer).

* Organized and articulate - structured in your thinking and delivery, able to work at pace, and comfortable with ambiguity.

Preferred Qualifications:

* Bachelor's degree

* Design Thinking Certification

* Change & Project Management certification/ experience

WAYS TO STAND OUT IN THE CROWD

* Live and breathe premium - know what it looks like, what it doesn't look like and how to build it from the ground up

* Be a hands on leader, not to micro-manage but to help get changes shaped, progressing and delivered

* Be happy in a matrix, influence to get what you need, network to build the relationships that will deliver success

Pay

Below is a summary of compensation elements for this role at the company if based in the following locations:

California Base Pay Range: $119,628- $208,153 annually

Colorado Base Pay Range: $113,647- $190,807 annually

At Specialized, your base pay is one part of your total compensation package and will depend on your work experience, skills, certification, and location.

Benefits

* Along with competitive pay, as a full-time teammate you are eligible for the following benefits beginning 30 days from date of hire. Benefits include:

* PPO, EPO, HMO Kaiser and HDHP competitive Healthcare benefit plans offered (which include coverage for acupuncture and physical therapy)

* Dental and Vision plan

* Health Savings Account with a company paid HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA

* 401(k) Matching up to $5,000 plus company paid retirement plan fees

* Profit Sharing Plan

* Company paid Basic Life, AD&D, short-term and long-term disability insurance

* Employee Assistance program

* Sick, Vacation and Paid Holidays

* Employee discounts and perk program

* Parental Leave

* Specialized bike for new baby

* Education and events reimbursement

For additional information on benefits and perks, please visit: https://benefits.specialized.com

We want to increase representation of all races, genders, and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone - especially those from marginalized groups - to apply to our job postings and help us earn the position as the rider's brand of choice. We are always looking for creative, innovative, and passionate people who are eager to contribute to our mission of pedaling the planet forward. Regardless of your qualifications, if you are ready to make a difference, please apply and let us know how you can make an impact at Specialized!