Customer experience manager Jobs in Madison, WI

ECP is a fast-growing SaaS platform powering day-to-day operations for more than 8,000 senior living communities across the country. As the industry evolves, we continue to expand our product suite and deepen our commitment to helping operators deliver better care with greater efficiency.

Over the past several years, ECP has undergone significant growth across our customer base, product, and team. With new products coming to market, increasing growth rate, and a desire to continue exceeding customer expectations, we are entering an important new phase of scale. To support this momentum, we are investing in the people that will help carry ECP through its next stage of growth.

The Opportunity :

We are seeking a thoughtful, people-centered operational leader to help shape the future of our Customer Experience (CX) division. This role is ideal for someone who thrives at the intersection of customer advocacy, internal operations, and organizational scaling. Someone who can support enterprise customer needs while strengthening the internal systems that power all functions that create our customer experience.

In partnership with the VP of Customer Experience, this leader will help evolve how ECP structures and empowers the teams responsible for onboarding, customer success, and client-facing service delivery. You will bring clarity, operational discipline, and leadership presence to a high-growth organization. Ensuring our teams, processes, and culture scale in an intentional way.

Importantly, this role is not about coming in with a blank slate; it’s about uplifting and enabling our existing team. You will collaborate closely with current managers and leaders who have driven ECP’s growth to date, helping them continue to succeed as expectations rise and complexity continues to increase.

This position is designed for someone who wants both ownership and partnership. A person who can bring forward and execute on implementing new frameworks and ideas, while working collaboratively with senior leadership to build the system that creates an exceptional customer experience in this next chapter of ECP.

This role reports to the VP of Customer Experience and is positioned as a strategic leader who strengthens our customer-facing organization by bringing structure, consistency, and an engaged leadership presence.

Responsibilities :

Strategic Leadership & Organizational Impact

• Define operating frameworks, success measures, and communication flows that bring clarity across CX functions.
• Translate company goals into actionable plans, improving alignment, prioritization, and execution across teams.
• Identify and address organizational gaps, driving continuous improvement in process, structure, and tooling.
• Develop and maintain operating systems that support scale, consistency, and cross-team coordination.
• Partner with the VP of CX to shape divisional strategy, highlight opportunities, and increase leadership capacity.

Customer Experience, Support & Enterprise Engagement

Team Leadership, Culture & People Development

Operational Excellence & Process Improvements

Cross-Functional Partnership & Collaboration

Who you are :

Why this role matters :

This is a unique opportunity to join ECP during a period of significant evolution. You’ll help shape the organization that supports thousands of communities across the country that dedicate their careers and time to the care of others. The work you do here will directly influence how the next stage of ECP’s growth feels, functions, and performs.

If you’re passionate about building teams, elevating operations, and improving the customer experience at scale, this role gives you the support, visibility, and runway to make a real impact.

Requirements