Digital Strategy Manager - Support Experience

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Digital Strategy Manager – Support Experience based in the United States .

The Digital Strategy Manager – Support Experience will transform customer support into a strategic driver of customer satisfaction, operational efficiency, and long-term retention. This role combines customer insights, AI-powered automation, and cross-functional collaboration to improve how support is delivered across multiple products.

You will analyze customer conversations and sentiment to identify recurring issues, prioritize improvements, and influence product development. Working closely with Support, Product, Engineering, and Content teams, you will design intelligent support experiences that resolve issues efficiently while preserving a high-quality, human-centered customer journey.

You will also establish consistent performance metrics and proactive issue-detection processes to help teams identify problems before they escalate. This is an opportunity for an experienced support operations professional to shape AI-enabled service delivery and create measurable business impact in a fast-moving technology environment.