Customer Experience Manager
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Job Description
Customer Experience Manager managing school-district transportation partnerships for Zūm’s technology-enabled student mobility platform. Driving district satisfaction, operational execution, renewals, and platform adoption.
Responsibilities:
- Serve as the day-to-day point of contact for assigned districts and build trusted relationships with transportation directors and district staff
- Build and deliver business reviews, launch decks, and board or leadership presentations
- Partner with regional Operations and yard leaders to turn district requests and commitments into action
- Own communication on open issues, service concerns, and requests, with timelines, status updates, and closure
- Identify service gaps, document them, and route escalations to Operations, Technology, or Finance
- Monitor account health and sentiment, flag churn risk, and execute account plans
- Prepare renewal materials and support rebids, renewals, and expansion opportunities
- Coordinate onboarding and launch activities for new districts
- Train and support district staff and families on the Zūm CMX platform and drive usage
- Track health scores and KPIs, including on-time performance, response times, and sentiment
- Capture district feedback and share recurring themes with Product, Technology, and Operations
- Meet success milestones including district onboarding, retention and renewal targets, improved performance metrics, and contributions to the CS playbook
Requirements:
- 5+ years in customer experience/success, account management, or district-level roles in student transportation, logistics, SaaS, or a similar service-critical field
- Strong presentation skills, with experience building and delivering executive-ready materials to district leaders or boards
- Proven ability to coordinate with operations teams and drive cross-functional work to completion
- Exceptional organization and follow-through, with the ability to manage multiple districts and deadlines at once
- Fluency with customer data, turned into weekly action
- Exceptional written and verbal communication
- Willingness to travel up to 80% within the region
- Bachelor’s degree or equivalent experience
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Holidays
- Wellness
- Vacation
- Equity or commissions may be included as additional compensation
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