Principal Digital Experience Program Manager

As Principal Digital Customer Experience Manager, you will report to, and partner with, the Sr. Director of Success At-Scale to drive highly visible topics for the company and in building Klaviyo’s Customer Services Organization. You will be a partner with the leadership team to focus on driving the vision for our digital customer experience. You must be able to build out, observe and measure program success and continue to evolve and drive scalable long-term success for an industry leading customer experience. Flexibility, creative problem solving, and the ability to interact with different levels of management and people with different personality styles is necessary. Artistic ability and creativity are essential. You bring out the best in people to ensure the success of the team, our business and our customers.

In this role, you will lead Klaviyo’s mission to deliver a seamless customer experience across all stages and touchpoints in the customer journey with passion, collaboration and data. You will help us develop a deeper understanding of our customers and partner with the broader Customer Experience ecosystem to build experiences that drive higher customer satisfaction, new business growth and expansion. You’ll work with customers, Customer Services (Customer Success Management, Renewals, Support and Enablement), Product Management, Marketing, GTM Operations and IT to achieve these outcomes. We are looking for a leader who will challenge the status quo, lead with a customer first mentality, develop processes, tools and innovative ways of thinking to drive Customer Experience with data.

In this role, you will:

• Create business strategy and vision for digital experience improvement initiatives on behalf of the Customer Success & Support organization, designed to improve the customer self-service experience
• Measure the effectiveness of digital experience touchpoints (e.g. web, customer portal, product guides) and suggest improvements to drive better outcomes
• Build and establish a vision and roadmap for a new Klaviyo Customer Portal that provides a frictionless experience for our customers and partners.
• Develop business requirements for a Customer hub on the company website, including initial launch and ongoing improvement and optimizations
• Document and communicate business requirements to our operations team for business systems and customer facing applications related to the customer success at scale / self-service experience
• Partner with Brand, Design, and Engineering teams to ensure brand and UX compliance and consistency across customer digital touchpoints
• Support strategic initiatives related to our Customer Service systems and customer facing applications such as Salesforce.com, Gainsight CS, Zendesk, and Ada, and other marketing automation and orchestration tools
• Liaise with key stakeholders across the business (services, marketing, product management, operations, etc.) to understand dependencies and implement the right solutions for Klaviyo
• Build and maintain cross-functional relationships for effective business partnering, results, and outcomes.
• Assist in communication and change management to ensure transparency across the organization and fostering a culture of transparency, accountability, and consistency.
• Support and champion continuous operational improvement and exploration
• Support and evaluate key business challenges; and partner with our operations team to direct the development of new or innovative solutions.

We're looking for someone with:

• 5-8 years of experience working in a customer services organization focusing on business systems product management (e.g., Salesforce.com)
• 5+ years of program/project management
• Has experience with communities, self-help, online service and support, web management and/or customer service management.
• Is able to work effectively with cross-functional teams including technical, content, and creative teams
• Has experience with managing functional/feature requirements necessary to build highly engaging experiences
• Has a deep understanding of web self-service and knowledge management technology.
• Proactively seeks feedback and input; actively listens to others.
• Can define and document business system requirements.
• Provides excellent customer service to both internal and external customers.
• Has excellent interpersonal and communication skills.
• Is a strong strategic thinking, business analysis, problem solving, team leadership, collaboration, presentation, and communications skills
• Is able to work effectively in an unstructured environment and manage complex cross-organizations projects where success is predicated on influencing team members without having direct authority over them
• Is able to succeed in situations with high ambiguity