Manager, Listener Care - AI Customer Experience jobs in United States
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SiriusXM · 2 weeks ago

Manager, Listener Care - AI Customer Experience

positionWashington, DC
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$103K/yr - $115K/yr
date5+ years exp

SiriusXM is the leading audio entertainment company in North America, and they are seeking a Manager for Listener Care in AI Customer Experience. This role involves shaping intelligent customer engagement through AI-driven automation, collaborating with various teams to enhance efficiency, reduce costs, and improve customer experiences.

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H1B Sponsor Likelynote

Responsibilities

Develop and maintain product roadmaps, ensuring alignment with business objectives and customer needs
Collaborate with cross-functional teams, including engineering, operations, and marketing, to drive product development and launch
Develop AI customer journeys and use cases to replicate agent behaviors
Analyze omni channel contact center performance data, identifying areas for improvement and optimizing AI product offerings

Qualification

AI softwareOmni channel contact centerProject managementAgile product developmentData analysisDesign thinkingCustomer journey mappingChange management supportProduct strategySierraJIRAFigmaMondayExcelTableauCollaboration skills

Required

5+ years experience in project management, with a focus on omni channel contact center technology and AI software (preferred experience with Sierra)
Proven track record of launching successful products, with measurable impact on cost savings, revenue, and customer satisfaction
In-depth knowledge of omni channel contact center operations, including workflows, technologies, and industry trends
Experience with agile product development methodologies and tools, such as JIRA, Figma and Monday
Ability to summarize insights from reports and dashboards (i.e. excel, tableau, etc.)
Advanced level Collaboration skills
Intermediate level skills in: Program and Project Management, Data Analysis and Interpretation, Design Thinking, Customer Journey Mapping
Beginner level skills in: Change Management Support, Product Strategy
Must have legal right to work in the U.S

Benefits

Discretionary short-term and long-term incentives

Company

SiriusXM

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SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices.
dateFounded in 1990
location
New York, New York, USA
people-size1001-5000 employees
web-link
http://siriusxm.com

H1B Sponsorship

SiriusXM has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (21)

Funding

Current Stage
Public Company
Total Funding
$2.98B
Key Investors
JP Morgan ChaseBerkshire HathawayLiberty Media
2025-08-20Post Ipo Debt· $2B
2025-07-04Post Ipo Equity· $459M
2009-02-01Post Ipo Debt· $525.75M

Leadership Team

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Jennifer Witz
Chief Executive Officer
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Wayne Thorsen
Executive Vice President & Chief Operating Officer
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