{"id":1740354,"url":"https://alion.io/job/hotwirecommunications-customer-experience-manager","title":"Customer Experience Manager","company":{"id":3190530,"name":"Hotwire Communications","domain":"hotwirecommunications.com","url":"https://alion.io/company/hotwirecommunications","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-03T02:23:14Z","employer_posted_date":null,"last_verified_at":"2026-10-03T02:23:14Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"The Customer Experience (CX) Manager – Product Owner / Senior Business Systems Analyst is a leader accountable for the overall health of the Salesforce platform, serving as both Product Owner and senior business analyst for the Salesforce ecosystem (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ) that supports Hotwire’s fiber network sales, service delivery, and customer care operations. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the CX team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.\nRESPONSIBILITIES:\nServe as Product Owner and senior business analyst for the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ etc.), owning the platform roadmap, backlog, and release calendar.\n\nTransform game-changing ideas that differentiate our company into clear designs, epics, and user stories that we can implement through technology.\n\nOwn and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define “definition of done” in partnership with development and QA teams.\n\nAssist in the definition of project scope, requirements, and objectives across the Salesforce ecosystem, involving all relevant stakeholders and ensuring technical feasibility.\n\nCoordinate internal resources and third parties/vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and Return on Investment (ROI).\n\nFacilitate workshops or work sessions with to translate an initiative’s high-level concept into key design criteria.\n\nDiagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery introducing feasible processes implemented with people and Salesforce.\n\nAuthor business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Salesforce enhancements.\n\nDesign integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.\n\nDefine test plan criteria and execute or oversee UAT/SIT against sandbox and production-like environments to evaluate whether documented requirements are sufficiently met before release.\n\nIdentify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog.\n\nOwn and oversee functional documentation, configuration standards, and platform governance over time as a responsible steward of Salesforce processes and system workflows.\n\nMonitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution) and platform adoption metrics.\n\nPartner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams.\n\nOther duties as assigned by Supervisor.\n\nMINIMUM QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.\n\nBachelor’s degree in business, design, information technology, or a related field.\n\nMinimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, or customer experience functions.\n\nHands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Velocity, CPQ).\n\nExperience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.\n\nKnowledge of quality management technique and process improvement (Six Sigma): both in statistical analysis and in qualitative interviewing\n\nExperience designing Journey Maps or other depictions of customer experience diagrams and documentation\n\nExperience designing processes that were implemented as a software-enabled solutions such as customer-facing web experiences or internal employee toolsets/workflow\n\nA strong understanding of the dynamic role of CX\n\nKnowledge of cable and telecommunications products and services\n\nProficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)\n\nMust embrace company principles and demonstrate understanding of concierge culture\n\nOriginally posted on Himalayas","description_format":"text","description_chars":4764,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T03:01:43Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":26,"reasons":["seen:2","win:early"],"computed_at":"2026-10-05T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/hotwirecommunications-customer-experience-manager","json_url":"https://alion.io/job/hotwirecommunications-customer-experience-manager.json","meta":{"generated_at":"2026-10-06T00:25:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":506,"day_limit":5000,"remaining_today":4494,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3190530},"rest":"https://alion.io/mcp/rest/get_company?id=3190530"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhotwirecommunications-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhotwirecommunications-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhotwirecommunications-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hotwirecommunications-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhotwirecommunications-customer-experience-manager"}]}