Customer Experience Manager
ACV
Customer Experience Manager
If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere.
Who we are:
ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with data solutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry and we want you to join us on our journey. ACV’s network of brands includes ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.
At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and, to support this, we offer:
- Multiple medical plans including a high deductible, low cost health plan
- Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance
- Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance
- Generous paid time off options, including uncapped vacation days, the greater of 3 paid sick days or in accordance with the applicable state or local paid sick leave law, 6 paid company holidays, 2 floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation
- Employee Stock Purchase Program with additional opportunities to earn stock in the Company
- Retirement planning through the Company’s 401(k)
Who we are looking for:
The Manager, Customer Experience (CX) Operations is pivotal in driving the strategic execution and continuous enhancement of customer experience initiatives across all ACV products and services. Reporting to the Sr. Manager, Customer Experience, this role focuses on measuring customer sentiment, delivering consistent, high-quality support, and optimizing customer interactions to uphold ACV’s reputation. The Manager leads a dynamic team and collaborates with cross-functional departments to implement CX standards effectively. Responsibilities include managing complex customer escalations, developing team capabilities, leveraging data for insights, and exceeding key performance indicators (KPIs). The role also involves publishing CX insights, coordinating customer-centric research such as Voice of Customer campaigns, and managing ACV’s public-facing reputation on review platforms. This role supports change management efforts to foster a customer-centric organization that delivers optimized experiences.
What you will do:
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What you will need:
- Ability to read, write, speak and understand English.
- 7+ years’ progressive experience in leading projects and initiatives from conception to delivery
- 3+ years’ progressive management/leadership experience
- Proven ability to manage and implement projects effectively and see them to completion.
- Ability to manage multiple projects simultaneously across various business units.
- Experience with PMP or Six Sigma preferred; Black-Belt certification is desirable but not required.
- Strong adaptability and problem-solving skills in a team-oriented and creative environment.
- Excellent communication (written and verbal), organizational, analytical, and team-building skills.
- Skilled in presenting, influencing, and managing relationships across a wide range of stakeholders.
- Basic knowledge of business operations and a solid background in customer experience strategies.
- Self-motivated, able to thrive in a fast-paced and collaborative environment.
- Ability to leverage data and analytics to monitor and adjust KPIs to support business decisions.
- Flexibility to work outside of standard business hours as needed to address urgent customer issues, ensuring high standards of customer satisfaction are maintained.
- Required to work from ACV’s headquarters in Buffalo, NY for 80-100% of the time.
- Travel up to 20% of the time as needed.
Compensation: $94,000 - $117,000 annually. Please note that final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.
No immigration or work visa sponsorship will be provided for this position.
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Our Values
Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling
At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know.
Other details
- Job Family Customer Operations
- Job Function Customer Success
- Pay Type Salary