Digital Experience Manager

Position: Digital Support Experience Manager
## Digital Support Experience Manager Apply:
RSC-Knoxville:
Full time:
Posted Yesterday:
JR101083
** Job Type
** Full time
* Pet Safe Brands, formerly known as Radio Systems Corporation, is headquartered in Knoxville, TN. It has been named “The Marble City” and  Scruffy City , names we have embraced for our unique charm. We are the home of 1982 World’s Fair and we boast of 21 craft breweries around the city ( for the
* * Ale Trail**). If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick of outdoor activities from walking, tubing, running, or biking in our
** Urban Wilderness**. Knox County has an amazing public-school system, no state income tax, low property taxes and cost of living. We host Music and Shakespeare on the Square as well as Family Movie Nights on the Square during the summer months in downtown Knoxville.
* *** Our Company:
** Pet Safe Brands is the world leader in pet products through our family of brands:

Pet Safe Brand, Sport DOG Brand, Invisible Fence Brand, Kurgo and Premier Pet. Pet Safe Brand makes every product from leashes and harnesses to water fountains and and litter boxes. We have an ambitious goal of touching over 21 million pets, people, and communities around the world each year. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt to accommodating the “Not-So-Crazy Cat Lady” with all the entertaining toys and effective solutions she could ever imagine.

We do this by creating a culture of enthusiasm, resilience, adaptability, and teamwork every day in the office. We work hard to be our community’s employer of choice as we all live our purpose:
We exist to unleash freedom for pet parents by keeping their pets happy, healthy and safe.
*** Summary of Position:
** The Manager, Digital Support Experience is responsible for defining and executing the digital customer support strategy across the product lifecycle. This role partners closely with Product, Engineering, Digital, Brand, Ecommerce, and Customer Care to deliver seamless digital experiences that improve customer satisfaction, increase self-service adoption, reduce customer effort, and drive operational efficiencies.

Leading a cross-functional team, this position oversees digital support platforms, knowledge management, content strategy, conversational AI, Voice of Customer programs, and customer journey optimization. The Manager leverages analytics and emerging technologies to transform customer insights into business improvements while influencing product design, digital experiences, and support strategies.
** Responsibilities:**
* ** Develop and execute the Digital Support Experience strategy
** that improves customer satisfaction, increases digital self-service adoption, reduces customer effort, and delivers measurable business results.
* ** Own the digital support ecosystem**, including support websites, knowledge management, content management systems (CMS), conversational AI, and self-service platforms, ensuring consistent and best-in-class customer experience.
* ** Lead Voice of Customer and customer journey initiatives
** by leveraging customer feedback, digital analytics, behavioral insights, and conversational analytics to identify friction points, recommend improvements, and influence product and support strategies.
* ** Partner cross-functionally
** with Product, Engineering, Brand, Digital, Ecommerce, and Customer Care teams to integrate customer insights into product development, launch readiness, and ongoing customer experience improvements.
* ** Lead strategic digital initiatives
** by establishing roadmaps, managing priorities, overseeing project execution, and ensuring successful delivery of digital capabilities, content,…