Senior Digital Customer Experience Manager

Senior Digital Customer Experience Manager

Join to apply for the Senior Digital Customer Experience Manager role at Ziply Fiber

Base Salary: $82,500 to $137,500 annually (DOE)
Bonus: Target annual bonus
Benefits: Medical, dental, vision, 401(k), flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, focusing on areas traditionally underserved by mainstream internet companies. As our state‑of‑the‑art fiber network expands in WA, OR,  MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

• Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.
• Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.
• Innovation and Improvement: We always look for ways to make the experiences of our customers – and each other – better.
• Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

The Senior Digital Customer Experience Manager leads data‑driven improvements across Ziply Fiber’s web, mobile application, and internal platforms that support customer‑facing teams. This hands‑on role drives experimentation (such as A/B testing), performance monitoring, and continuous optimization of digital customer touchpoints. It provides cross‑functional leadership to align strategies and deliver solutions that enhance the customer experience across both consumer and business segments.

Reporting to the Director of Customer Lifecycle Management, the role requires strategic thinking, strong communication, and the ability to balance long‑term vision with day‑to‑day execution in a fast‑paced environment.

• Manage digital user flows across the app and website to align with the prospect or customer’s desired experience and to support key e‑commerce and customer care business drivers.
• Define, lead, and often execute digital optimization initiatives to simplify and enhance the customer experience and deliver the desired business impact.
• Build efficient and scalable processes to use data, competitive analysis, best practices, and research to assess friction points and identify opportunities for optimization within our digital prospect and customer journeys.

• In partnership with sales, business segments, marketing and analytics, establish clear objectives and success metrics for new projects and monitor performance of key performance indicators (KPIs). Work with analytics to develop reporting frameworks and methodologies to measure effectiveness.
• Identify trends and hypothesis through data analysis, mapping the digital customer journey, customer segmentation, and by conceptualizing content plans to inform a test‑and‑learn roadmap, and work with key partners to implement.

• Collaborate with partners to research, diagnose and identify issues and possible solutions to improve the customer experience. Working with stakeholders and user experience (UX) design, develop wireframes and designs that articulate the improved digital experience.
• Advise, inform, and contribute to digital go‑to‑market and merchandising plans as an advocate for the voice of the consumer.

• Performs other duties as required to support the business and evolving organization.

• High school diploma or GED.
• Bachelor’s degree (BA/BS) required or equivalent…