Customer Experience Manager

About Athena

Athena is a creative place for leaders, risk-takers, and boundary-pushers. We partner with organizations looking to transform their presence, reputation, and performance. For more than a decade, we’ve delivered business insights, marketing strategies, and brand activations for leading organizations across industries ranging from telecommunications to major league sports.

We’re looking for a high-performing Manager, to serve onsite with a leading telecommunications client, to elevate the end-to-end customer experience across channels. This is a client-facing, high-visibility role, that partners closely with cross-functional stakeholders (CX, Marketing/Mar Com, Product, Operations, Retail, and Call Center leadership) to identify experience gaps, prioritize fixes, and drive measurable improvements for customers.

You will support analysis, insights generation, and program/project management for CX initiatives—translating qualitative and quantitative inputs into clear recommendations, business cases, and stakeholder-ready updates. Success in this role requires strong judgment, the ability to influence without authority, and comfort leading work streams from intake through execution and post-launch validation.

Experience Level :3–5 years of relevant experience in sales, marketing, customer experience, or consulting equivalent.

• Own CX assessments and competitive comparisons across digital, care, retail, and messaging channels; synthesize findings into executive-ready insights and prioritized recommendations.

• Evaluate the current CX roadmap (intake, prioritization, dependencies, timelines) and drive gap-closure/fix efforts end-to-end, including requirements, stakeholder alignment, and post-launch validation.

• Support customer segment-specific sales enablement and frontline readiness by developing/refreshing CX materials and improving usability for retail and care teams.

• Provide general support for CX team including crafting executive-facing readouts, journey maps, and project plans; coordinating stakeholder meetings; owning work streams; and building timelines.

• 3–5 years of experience in customer experience, sales, marketing, consulting, or similar analytical/strategy roles; telecom experience preferred, with familiarity across acquisition, care, billing, and retention journeys.

• Demonstrated ability to lead work streams, manage multiple priorities, and influence cross-functional stakeholders in a matrixed environment.

• Strong organization and project/program management skills, including planning, stakeholder coordination, and risk/issue management.

• Strong analytical and problem-solving skills; comfortable converting data and voice-of-customer insights into clear recommendations and action plans.

• Excellent communication skills with experience preparing stakeholder updates, decision memos, and/or presentations for senior audiences.

• Experience with voice-of-customer methods (call listening, surveys, text analytics) and/or competitive benchmarking.

• Comfort with ambiguity and building lightweight processes (intake, prioritization, QA checklists).

• Not a requirement, but a plus if you are fluent in Spanish and English (professional written and verbal); able to review and QA customer-facing content (copy, scripts, UI) for linguistic accuracy, consistency, and cultural relevance across diverse Hispanic/Latinx audiences and regional nuances.

• Build partnerships, review current processes, and establish a clear intake workflow.

• Assess gaps with call monitoring and channel reviews, define metrics and roadmap, and deliver 1–2 documented quick fixes.

• Launch a repeatable QA and governance process; lead a cross-functional project to completion and provide a stakeholder progress summary with next steps.

• Medical/Dental benefits including a $1,000 Health Reimbursement Account
• Matching 401K
• Generous PTO policy
• Substantial Parental Leave Policy

Athena is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at .