[US-HQ] Global CX Continuous Improvement Manager

Job Description

HelloFresh is looking for a Senior Manager, CX Continuous Improvement to join our Global CX team. This role sits at the intersection of customer experience and every function that shapes it (product, operations, marketing, legal, and beyond). When something creates friction for our customers, you figure out who needs to be in the room and what needs to change, and you see it through until it lands.

You'll own a backlog, move tickets, write SOPs, and roll up your sleeves when the work needs it. The problems you'll work on span the full customer journey - from the moment a promotion catches someone's eye, through delivery, to how we resolve it when something goes wrong.

Key Responsibilities

1. Connect the Dots Across Functions

• Translate customer pain points into clear, actionable requirements for whichever team needs to own the fix (product, ops, marketing, legal, or finance…)
• Represent the customer voice in cross-functional conversations, making sure experience quality isn't an afterthought
• Drive CX and CC readiness for product and tech releases by reviewing upcoming changes, assessing agent impact, and getting L&D and CC Ops prepared before anything goes live
• Flag where operational failures such as substitutions, delivery issues, and packaging errors are driving avoidable contacts, and work upstream to address the root cause
• Partner with marketing on promotional and voucher experiences, identifying where mechanics create confusion or contacts, and improving them at the source

1. Own Improvement End-to-End

• Manage a backlog of CX improvement initiatives across markets from identification through to rollout
• Raise tickets, draft requirements, and engage tech teams directly when a fix needs to move through a product or engineering process
• Partner with L&D, CC Ops, and other stakeholders to operationalize changes, and drive adoption
• Build SOPs where gaps exist, using the right stakeholders as inputs and ensuring they're usable by customer care agents at any level

1. Think Systemically

• Look beyond individual fixes to identify where a single org-wide process eliminates the need for repeated smaller workarounds
• Develop a point of view on tooling gaps i.e., where the right tool would remove friction at scale rather than patching it case by case
• Use Voice of Customer signals (CSAT, sentiment scores, contact drivers, repeat contacts) to surface and prioritize issues
• Quantify the customer and business impact of identified issues to build a clear prioritization case for stakeholders
• Share approaches and learnings in a way that builds CI muscle across the broader CX team

1. Work Globally

• Apply a global lens while understanding market-specific nuances across all brands
• Roll out globally by default, with local context shaping the approach, not the decision
• Establish structured improvement thinking as a core competency across the wider CX organization (not just within the CI team) through shared playbooks, learnings, and participation in cross-market forums.
• Model the leadership behaviors that define the function's culture: curiosity, rigor, accountability, sense of urgency, and genuine care for the customer experience.

What you bring

• 4 - 6 years in CX, product operations, or a cross-functional role that required working across multiple business functions
• Comfortable translating ambiguous customer problems into structured requirements (you don't need a perfect brief to get started)
• Experience managing a project backlog and keeping multiple workstreams moving at once
• Strong communicator across functions and equally comfortable writing a ticket, facilitating a stakeholder meeting, or presenting a rollout plan
• Lean mindset: you look for root causes, not band-aids, and you think about systemic fixes before tactical ones
• Self-sufficient with data. You can pull what you need and know what questions to ask of it
• Fluent in English; additional European language a plus
• Experience with contact center tooling (CRM, ticketing, workforce management platforms) and a point of view on where tools help or hinder is a plus
• Background in subscription, e-commerce, or food manufacturing a plus

You’ll get…

• Competitive salary, 401k with company match that vests immediately upon participation
• Generous PTO, including sabbatical, and parental leave of up to 16 weeks
• Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
• Tuition reimbursement for continuing education (upon 2 years of service)
• Up to 85% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
• Access to Employee Resource Groups that are open to all employees, including those pertaining to BIPOC, women, veterans, parents, and LGBTQ+
• Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain

New York Pay Range$88,935-$102,850 USD