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Salary: USD 100,000 - 120,000 / annual
Flock Safety is seeking a Manager of Customer Experience Design to lead the CX Design practice and manage a team responsible for designing scalable customer journeys across multiple support channels. The role focuses on aligning self-service, AI, digital, voice, email, and human-assisted support into a cohesive experience.
Key responsibilities include designing end-to-end support journeys across channels; leading AI support initiatives across chat, voice, email, and self-service with emphasis on effective escalation and human handoffs; governing a Help Center and AI knowledge system with clear ownership and quality standards; building a CX Design practice with repeatable methods and measurable cross-functional influence; and delivering high-impact CX transformation programs including platform migrations, AI deployments, telephony, and Salesforce implementations.
This is a hands-on manager role—you'll coach and develop a team of designers, analysts, and specialists while remaining actively involved in service and conversation design. The focus is on designing and governing the experience rather than managing daily support operations or metrics reporting.
You should bring demonstrated ability to design complex, cross-channel customer journeys and translate qualitative and quantitative insights into prioritized roadmaps. Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout is essential. Strong facilitation and stakeholder-management skills are required, along with people-management or player-coach experience. Background in service design, product operations, or related disciplines in fast-moving, technical, collaborative environments is valued.
Flock Safety supports over 1 million criminal investigations annually and helps locate missing people. The company has 1,700+ employees and over $1B in funding. The role offers competitive compensation with equity participation and the opportunity to work on meaningful, high-stakes problems.
