Experience Program Manager

Join Haven, a company focused on revolutionizing the home services industry. As an Experience Program Manager, you will be responsible for managing customer feedback programs, maintaining customer journey communications, monitoring customer experience quality, and ensuring accuracy in customer-facing touchpoints. You will work closely with various teams, including Operations, Product, Sales, and Customer Support, to continuously improve the customer experience and scale operations. This role offers a high degree of autonomy, flexibility in work location, and a supportive family leave policy.

• Gérer les programmes de feedback client, maintenir les communications du parcours client et surveiller la qualité de l'expérience client.
• Identifier les points de douleur récurrents des clients et les tendances émergentes, et produire des rapports réguliers sur la santé de l'expérience client.
• Collaborer avec les équipes des opérations, des produits, des ventes et du support client pour garantir que les mises à jour de l'expérience client sont reflétées sur tous les points de contact.
• The ideal candidate is highly organized, customer-obsessed, and enjoys building systems that help teams consistently deliver great experiences
• Strong attention to detail and operational rigor
• Nice to have: Experience in startups in home services, climate tech, energy, or operationally complex businesses
• Strong project and program management skills
• Comfort working with data, dashboards, and reporting
• Experience working cross-functionally across multiple teams
• 3–6 years of experience in Customer Experience, Customer Success Operations, Program Management, Service Operations, or a related field
• Experience managing NPS, CSAT, or Voice of Customer programs
• Excellent written communication skills