Senior Customer Experience Manager

ABOUT THE JOB

The Senior Customer Experience Manager will lead a team of field-focused professionals supporting the implementation, adoption, and evolution of RADAR’s technology in retail environments. This role balances internal coordination with Product, Engineering, and Solutions, while also serving as a senior point of contact for external stakeholders. The Senior Customer Experience Manager drives operational standards, ensures customer satisfaction, and helps translate retail feedback into strategic enhancements. This role requires someone who thrives in a hands-on environment, can manage high-stakes engagements, and fosters team development in a fast-paced, customer-driven organization.

ABOUT YOU

Required:

• 4+ years experience in program management, process improvement, or related field
• Experience owning B2B customer relationships
• Experience with retail technology implementation or retail operations
• Strong analytical and problem-solving skills
• Ability to collaborate effectively across technical and operational teams
• Strong attention to detail and follow-through

Preferred:

• Background in retail systems implementation or integration
• Experience with RFID, computer vision, or similar technologies
• Knowledge of project management methodologies
• Experience with data analysis and visualization
• Bachelor's degree in Business, Technology, or related field

WHAT YOU'LL DO

In your first 30 days, you will:

• Review and digest information about RADAR's implementation methodology and processes
• Meet with implementation teams to understand current approaches and challenges
• Visit customer locations to observe system deployment and configuration
• Learn about system optimization techniques and configuration options
• Build relationships with cross-functional team members involved in implementations
• Review customer feedback related to implementation efficiency
• Begin to understand key performance metrics for successful deployments

In your first 60 days, you will:

• Begin leading customer meetings and customer-facing programs
• Develop project plans and success metrics for each customer
• Start developing best practices for system configuration and deployment
• Create documentation for optimized implementation processes
• Start collaborating with engineering and solutions on system and process improvements
• Begin supporting complex implementation issues with optimization recommendations
• Start monitoring implementation metrics to identify improvement opportunities
• Participate in implementation planning with optimization insights

In your first 90 days, you will:

• Fully own initiatives for customer implementations and customer relationships
• Lead cross-functional process improvement efforts for deployment efficiency
• Create comprehensive configuration guides for different customer scenarios
• Begin measuring the impact of optimization initiatives on implementation success
• Provide regular insights to product and engineering teams on implementation improvements
• Identify and help resolve systemic implementation challenges
• Contribute to scaling strategies for enterprise customer deployments

At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is $95,000-$150,000. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.