Manager, Customer Listening Center & Social Listening

Job description

JOB SUMMARY: The Manager, Customer Listening Center plays a critical role in translating customer signals into actionable insights that inform enterprise decision-making and elevate the customer experience. The Customer Listening Center (CLC) product brings together all forms of customer feedback - from surveys and social media to phone calls and chats - into a unified platform that drives prioritization and strategy of global customer pain points and insights. This role leads social listening strategy and synthesis across platforms, integrating social, Voice of Customer (VOC), and emerging customer signals into broader customer experience intelligence along with supporting the broader mission of the CLC. This position supports the operationalization, interpretation, and socialization of insights surfaced through the CLC. The Manager ensures social, VOC, and real-time customer sentiment is accurately represented, contextualized, and activated across the organization—while enabling stakeholders to effectively consume and apply insights in their decision-making. The role works cross-functionally with Enterprise Data Analytics & AI, Digital, Loyalty, Operations, and corporate partners...