{"id":3286421,"url":"https://alion.io/job/talkdesk-senior-cx-manager-2","title":"AI Customer Experience Manager","company":{"id":54011,"name":"Talkdesk","domain":"talkdesk.com","url":"https://alion.io/company/talkdesk","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":93,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":122000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-26T15:00:39Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-02T10:12:34Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"A fully dedicated Talkdesk AI Customer Experience Manager embedded within the team of a major Spanish enterprise customer, responsible for maximizing the value of the Talkdesk platform and supporting the customer's CX and AI transformation.\nThis role combines strategic customer leadership with strong technical fluency, working closely with the customer's business and technical teams to identify, develop, and optimize high-value use cases, particularly across AI and Agentic capabilities.\nThe AI CXM acts as a trusted advisor and orchestrates the appropriate Talkdesk teams across Product, Engineering, Professional Services, and Customer Care to drive adoption and measurable business outcomes.\nCore Responsibilities\nAI & Use Case Development\nIdentify, prioritise, and support AI and Agentic use cases based on the customer's business priorities.\nTranslate business challenges into defined use cases, success criteria, and measurable outcomes.\nSupport use cases from discovery and pilot through adoption, optimisation, and scale.\nAdvise on Talkdesk products/features mainly on Talkdesk AI\nEvaluate use-case performance and continuously identify opportunities for improvement and expansion.\nTechnical Advisory & Platform Optimisation\nMaintain strong technical knowledge of the Talkdesk platform and the customer's environment.\nEngage confidently with customer technical teams on topics including integrations, APIs, routing, data flows, architecture, and AI configuration.\nIdentify platform optimisation opportunities and proactively surface technical risks or dependencies.\nFacilitate working sessions and coordinate Product, Engineering, Professional Services, or Customer Care when deeper expertise is required.\nAdoption & Value Realization\nDrive adoption of Talkdesk capabilities across the customer's teams.\nEstablish and track success criteria for strategic initiatives and AI use cases.\nDeliver enablement and knowledge transfer to increase the customer's internal capability and self-sufficiency in general Talkdesk products.\nRegularly communicate adoption, performance, business outcomes, risks, and recommendations.\nIdentify opportunities to scale successful capabilities and use cases based on demonstrated value.\nStrategic Customer Leadership & Orchestration\nAct as a trusted advisor to the customer's business, operational, and technical stakeholders.\nDevelop a deep understanding of the customer's CX strategy, priorities, and technology landscape.\nMaintain a structured roadmap of initiatives, priorities, dependencies, and success measures.\nCoordinate the appropriate Talkdesk teams and maintain visibility of critical commitments and escalations.\nSurface customer needs and product gaps to Talkdesk Product and Engineering with clear business context and impact.\nRole Boundaries\nThe AI CXM owns customer outcomes, adoption, optimisation, and orchestration but does not replace Professional Services, Customer Care, or Engineering.\nNew implementations and major solution builds remain the responsibility of Professional Services.\nProduct defects and technical incidents remain owned by Customer Care and Engineering through established support processes.\nThe AI CXM may provide hands-on guidance and configuration support where appropriate, with a focus on optimisation and customer self-sufficiency.\nCandidate Profile\nExperience managing complex enterprise customers in SaaS, CCaaS, CX, or related technology environments.\nStrong understanding of contact centre operations and customer experience technology.\nStrong technical aptitude, with the ability to engage in discussions involving APIs, integrations, architecture, routing, data, and AI configuration.\nPractical understanding and strong interest in AI, Generative AI, and Agentic technologies.\nStrong analytical and problem-solving skills, with the ability to translate business challenges into technology use cases and measurable outcomes.\nAbility to work effectively with both executive and technical stakeholders.\nStrong ownership, communication, relationship and cross-functional coordination skills.\nExperience with Conversational AI, AI Agents, prompt design, AI evaluation, or telecommunications is a strong plus.\nFluency in Spanish and English.\nLocation: Madrid, Spain\nTalkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.\nTalkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!\nWork Environment and Physical Requirements:\nPrimarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)\nThe Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.","description_format":"text","description_chars":6213,"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":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Conversational AI","AI Agents","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-10-26T18:34:52Z"},{"event":"close","at":"2026-10-29T17:56:25Z"},{"event":"reopen","at":"2026-10-30T15:39:10Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":93,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/talkdesk-senior-cx-manager-2","json_url":"https://alion.io/job/talkdesk-senior-cx-manager-2.json","meta":{"generated_at":"2026-11-02T12:49:41Z","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":17454,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"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":54011},"rest":"https://alion.io/mcp/rest/get_company?id=54011"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftalkdesk-senior-cx-manager-2"},{"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%2Ftalkdesk-senior-cx-manager-2"},{"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%2Ftalkdesk-senior-cx-manager-2"},{"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/talkdesk-senior-cx-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftalkdesk-senior-cx-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3286421}},{"tool":"search_jobs","arguments":{"company":"talkdesk.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3286421},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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