{"id":2224669,"url":"https://alion.io/job/rite-senior-manager-insights-customer-experience","title":"Senior Manager, Insights & Customer Experience","company":{"id":2509235,"name":"Rite-Hite","domain":"ritehite.com","url":"https://alion.io/company/ritehite","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":27,"ghost_share":0,"stale_share":0.63,"repost_share":0,"time_to_fill_p50_days":52,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":100000,"max_usd":211000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4086},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-02T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-25T16:43:49Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"At Rite-Hite, your work makes an impact. As the global leader in loading dock and door equipment, we design and deliver solutions that keep our customers safe, secure, and productive. Here, you’ll find innovation, stability, and the chance to grow your career as part of a team that’s always looking ahead.\nOur Senior Manager, Insights & Customer Experience owns the development, delivery, and continuous evolution of Rite-Hite's Insights and Customer Experience (CX) center of excellence. You'll lead a professional team that generates market, customer, and competitive intelligence to inform product development, marketing planning, and enterprise strategic decisions. In addition, you'll build and steward the CX program in partnership with business leaders across distribution (sales and service), business units (BUs) and leadership.\nThis is a hybrid position (3 days onsite), reports to the Director, Performance Marketing and interacts regularly with senior leadership across the enterprise.\nESSENTIAL DUTIES AND RESPONSIBILITIES\nInsights Program Leadership\nOwns development and management of an annual research/insight plan across Voice of Customer, competitive intelligence, and market intelligence - aligned to product development, positioning, pricing, launch, competitive differentiation, and value proposition needs across the enterprise.\nLeads the design and execution of research studies; advises product marketers, product managers, and business leaders on the best methodologies to generate decision-quality insights.\nSifts through large volumes of data across multiple sources to pinpoint the most critical business insights and translate them into recommended actions.\nOwns the process for evaluating, purchasing, and utilizing third-party market research reports.\nDesigns and leads execution of routine sales team surveys in partnership with distribution and business development.\nPublishes insights to the leadership team on a routine cadence, including trends, business implications, and recommended actions; leads the presentation of findings to key stakeholders.\nRepresents the Insights CoE in strategic planning cycles, launch planning, and business reviews.\nWorks in partnership with the International team to ensure research and Customer Experience initiatives are aligned (vendor management, process, format, tools, etc.).\nPartners with Legal and R&D on patent-related customer research to assess customer-valued features.\nCustomer Experience (CX) Program Ownership\nOwns the development, launch, and continuous evolution of a comprehensive Rite-Hite CX program, including CSAT, cNPS, relationship and transactional surveys, and closed-loop follow-up processes.\nAligns with business leaders across distribution (sales and service) and the BUs to co-develop the right CX measurement approach for each segment, journey stage, and customer touchpoint.\nPackages CX findings into clear, decision-ready outputs for stakeholders, enabling business understanding of customer feedback and driving operational improvements to better align with customer needs.\nLeads the design of the ideal customer journey and, in partnership with the Director, Performance Marketing, the CMO and other leaders, supports prioritization of CX improvement initiatives.\nDrives adoption of the CX program across Rite-Hite, and establishes governance for CX data, reporting cadences, and action tracking.\nLeads customer journey mapping and persona work.\nParticipates in customer visits and designs engaging customer immersion experiences to capture insights during visits.\nTeam, Capability, and Vendor Development\nLeads a team of research and CX professionals: direct report(s) and vendor partners.\nSets individual and team objectives; coaches and develops team members; manages performance.\nEstablishes operational objectives, policies, procedures, and work plans for the CoE; delegates assignments and reviews at critical points.\nProactively expands the function's capabilities, including research methods, AI-enabled research and synthesis tools, survey platforms (e.g., Qualtrics), and internal service delivery models.\nOwns strategic relationships with third-party research and CX vendors; oversees vendor selection, negotiation, performance management, and periodic portfolio review.\nMonitors internal stakeholder satisfaction with the Insights & CX CoE and drives continuous improvements to responsiveness, quality, and stakeholder experience.\nAccountable for CoE-associated budget management.\nEDUCATION and EXPERIENCE\nBachelor's degree in Marketing, Business, Market Research, or a related field required.\n7-15+ years of related experience in customer or business insights, market research, customer experience, or a related field, with 5+ years in a formal people management role.\nDemonstrated experience building, scaling, or substantially maturing a CX program (CSAT, NPS/cNPS, journey mapping) in an enterprise environment.\nDemonstrated experience managing external research vendors and portfolio budgets.\nExperience with Qualtrics (or comparable survey platform), marketing analytics tools, and AI-assisted research and synthesis tools.\nB2B environment experience preferred; multi-business-unit or multi-channel environment experience strongly preferred.\nKNOWLEDGE / SKILL REQUIREMENTS\nThe ideal candidate will demonstrate:\nAdvanced knowledge of research methodologies (qualitative, quantitative, focus groups, AI-assisted research) and the ability to advise business partners on the right approach to achieve outcomes.\nAdvanced understanding of customer experience program design, measurement, and continuous improvement - including CSAT, cNPS, journey mapping, and closed-loop processes.\nExecutive presence: clearly and succinctly communicates to the leadership team and across the organization; represents the CoE credibly with senior leaders.\nStrong analytical and problem-solving skills; leads formal problem-solving activities (problem definition, data and pareto analysis, root cause, solutioning, and measures) for key marketing and CX metrics.\nDemonstrated ability to translate research and CX data into operational improvements and business decisions.\nDemonstrated people leadership and vendor management expertise.\nCross-functional influence: builds trust with senior leaders, partners with International colleagues, etc. without direct authority over them.\nSound business judgment: prioritizes the research and CX portfolio against the highest-leverage business decisions and manages trade-offs across competing stakeholder requests.\nComfort operating in complex, matrixed, and geographically distributed environments.\nAbility to plan, organize, and prioritize across multiple concurrent programs to meet deadlines.\nWhat We Offer\nAt Rite-Hite, we take care of our people - because when you’re supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:\nHealth & Well-being:Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.\n\nFinancial Security:A strong retirement savings program with 401(k), company match, and profit sharing.\n\nTime for You:Paid holidays, vacation time, and personal/sick days each year.\n\nJoin us and build a career where you’re supported - at work and beyond.\nRite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law.In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans.We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.","description_format":"text","description_chars":7909,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-10T14:46:38Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.594,"p_room":0.9,"age_days":24,"expected_fill_days":52,"reasons":["conf:13","stale_co","win:mid"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/rite-senior-manager-insights-customer-experience","json_url":"https://alion.io/job/rite-senior-manager-insights-customer-experience.json","meta":{"generated_at":"2026-10-26T06:52:44Z","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_verified","counted_by":"address","units_charged":1,"used_today":9188,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"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":2509235},"rest":"https://alion.io/mcp/rest/get_company?id=2509235"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frite-senior-manager-insights-customer-experience"},{"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%2Frite-senior-manager-insights-customer-experience"},{"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%2Frite-senior-manager-insights-customer-experience"},{"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/rite-senior-manager-insights-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frite-senior-manager-insights-customer-experience"}]}