We are seeking a customer-focused leader to join the Support Services team as Manager, Digital Service Experience. This role leads the strategy and continuous improvement of the systems, knowledge, and service workflows through which customers and support professionals resolve support needs. The manager oversees key capabilities including Salesforce administration, knowledge-centered service, AI-enabled self-service, and cross-functional delivery, ensuring that digital and human-assisted resolution experiences are accurate, trusted, efficient, scalable, and aligned with customer needs. The ideal candidate combines people leadership, digital-service strategy, project delivery, Salesforce familiarity, and a customer-centric, data-informed mindset.
- Advance the digital service experience strategy across AI-enabled self-service and human-assisted support.
- Lead the implementation, governance, measurement, and continuous improvement of agentic AI and self-service capabilities for customers and employees.
- Ensure AI-enabled experiences are appropriately grounded, tested, monitored, and improved using performance data and customer or employee feedback.
- Provide leadership for the administration, governance, release readiness, and continuous improvement of Salesforce Service Cloud, Experience Cloud, and related support technologies.
- Partner with the Documentation team to ensure knowledge supports self-service and human-assisted resolution.
- Partner with the Training coordinator to ensure operational readiness for human-assisted solutions.
- Improve the workflows, tools, and resources used by support professionals to diagnose issues and drive effective resolution.
- Hire, coach, and lead a small team responsible for support systems administration, knowledge-centered service, digital service capabilities, and service improvement delivery.
- Build productive partnerships across Support Services, Documentation, Central Technology and other stakeholder groups.
- Develop and manage roadmaps, initiatives, timelines, risks, dependencies, and resources across concurrent priorities.
- Define and monitor service, platform performance, and team measures to evaluate outcomes, identify improvements, and reduce operational risk.
- High school diploma or equivalent required; bachelor’s degree or a comparable combination of education and relevant experience preferred.
- 3+ years of experience in digital service delivery, support technology, customer or service experience, project management, business operations, or related discipline.
- 2+ years of people-management or leadership experience.
- Customer-centric mindset with a demonstrated commitment to improving service and resolution experiences.
- Experience designing or improving digital self-service or technology-enabled support experiences.
- Experience leading or partnering with teams responsible for Salesforce Service Cloud, Experience Cloud, platform governance, and release management.
- Knowledge of AI governance and quality practices, including grounding, testing, monitoring, feedback analysis, risk identification, and continuous improvement.
- Demonstrated ability to lead complex, cross-functional initiatives and translate strategy into measurable outcomes.
- Strong communication, analytical, problem-solving, stakeholder-management, and change-management skills.
- Ability to manage competing priorities and maintain accountability in a fast-paced, evolving environment.
- Proficiency with Microsoft 365, project management platforms such as Wrike or Jira, and diagramming tools such as Lucid.
- Familiarity with technical documentation and knowledge-management practices preferred.
- Familiarity with technical documentation standards and web technologies such as HTML, CSS, and JSON.
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.
At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.
For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer, testaments to the value we place on workplace culture.
We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
Verisk Businesses
Underwriting Solutions - provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision
Claims Solutions - supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences
Property and Restoration Solutions - offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient
Specialty Business Solutions - provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance
Catastrophe and Risk Solutions - provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.
Marketing Solutions - delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement
Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.
Verisk Maplecroft - provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger
Verisk Analytics is an equal opportunity employer.
Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability or any other characteristics protected by applicable law. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.
https://www.verisk.com/company/careers/
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