Manager, Customer Experience

Company Description

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

Job Description

The Manager, Customer Experience, is responsible for maximizing the value of the SaaS platform across the organization. This role serves as the bridge between business stakeholders and technical teams, ensuring that SaaS solutions align with strategic goals and deliver measurable business outcomes. This is a people management role, responsible for leading and developing a team of Business Analyst. 

YOUR ROLE: 

Product Vision & Strategy 

• Define and communicate a clear product vision aligned with business objectives. 

• Develop and maintain a product roadmap that reflects priorities and timelines for delivery. 

• Serve as the voice of the customer and business stakeholders in all product decisions. 

Backlog Management 

• Own and manage the product backlog, ensuring it is visible, transparent, and prioritized. 

• Write and refine user stories with clear acceptance criteria. 

• Collaborate with cross-functional teams to ensure stories are well understood and ready for development. 

Stakeholder Engagement 

• Act as the primary liaison between business units, end users, and the development team. 

• Facilitate discovery sessions and workshops to gather requirements and feedback. 

• Align with Experience Designers, SMEs, and analytics teams to ensure cohesive delivery. 

Delivery Oversight 

• Guide Agile feature teams (PODs) through sprint planning, reviews, and retrospectives. 

• Conduct UAT and ensure successful handoff to support teams. 

• Monitor progress and resolve issues that may impede delivery. 

Team Leadership 

• Manage and mentor a team of Business Analysts, fostering growth and accountability. 

• Conduct regular performance reviews and support career development. 

• Promote collaboration, innovation, and ownership within the team. 

Continuous Improvement 

• Analyze platform usage and performance to identify opportunities for enhancement. 

• Lead initiatives to improve user experience, data quality, and process efficiency. 

• Stay current with product releases and recommend relevant features for adoption. 

Qualifications

• 3+ years of experience in SaaS Product Ownership, administration, or business analysis. 

• Willingness to own Salesforce Service Cloud/Field Service and support Sales Cloud, Marketing Cloud, and Experience Cloud capabilities. 

• Proven experience working in Agile/Scrum environments. 

• Experience managing direct reports or leading cross-functional teams. 

• SaaS Administrator or Manager, Business Analyst certification preferred. 

• Excellent communication, facilitation, and stakeholder management skills. 

Preferred Experience 

• Background in manufacturing, distribution, or customer experience operations. 

• Familiarity with tools like ADO, Jira, or similar backlog management systems. 

• Experience with SaaS integrations and third-party applications. 

Cultural Norms & Work Expectations 

• Willingness to travel an average of 25% for stakeholder engagement, workshops, and team collaboration. 

• Core working hours are 8:00 AM to 5:00 PM Eastern Time. 

• Remote work is supported and encouraged, with a strong emphasis on building relationships through video meetings and active virtual collaboration. 

• Expected to champion continuous improvement, proactively identifying opportunities to enhance processes, tools, and team dynamics. 

Additional Information

Equal Employment Opportunity