all positions

Senior Manager Customer Experience, Pet

Scottsdale, Arizona | Customer Experience

We’re looking for a Senior Customer Experience Manager to oversee Lemonade’s world-class CX team in our Scottsdale hub. In this role, you’ll lead an elite group of Customer Experience Managers as they maintain an impressively high level of customer and employee satisfaction.

You’ll focus on helping your team provide surprisingly delightful interactions that make people happy. This role is very hands-on, cheering and coaching your leads and specialists from the sidelines, and jumping in to help our customers when needed. Patience, excellent writing skills, empathy, and a great sense of humor are definitely required.

The CX team works from home, with opportunities for in-person development, so you’ll also need to be comfortable with mentoring and managing remotely. Please only apply if you have experience in managing managers.

Requirements
  • 4+ years of people management experience
  • Impressive leadership skills, with experience coaching a team of 5 or more managers
  • A surplus of empathy for both humans and animals (a bonus if you’re a pet parent yourself)
  • A passion for using data to improve your team’s performance
  • Proven ability to work cross-functionally with various teams
  • High EQ, and a willingness to provide direct and honest feedback
  • The ability to motivate a team with positivity, kindness, and accountability
  • Strong knowledge of customer service principles and practices and a passion for creating the best customer experiences on the planet
  • Solid understanding of tech startup culture
About Lemonade

Lemonade is a licensed insurance carrier offering renters, homeowners, life, and pet insurance in the United States, contents and liability insurance in Germany and the Netherlands, and renters insurance in France. We’re powered by artificial intelligence and behavioral economics, and driven by social good.

A Certified B-Corp, Lemonade donates unused premiums to nonprofits selected by its community as part of our annual Giveback program. We incorporate our values into everything we do—from our business model to our office culture.