Customer Experience Senior Manager

We are rebuilding how support works at Apollo. Moving from a reactive, ticket-driven model into a proactive, insight led, AI-powered customer experience engine. The Customer Experience Senior Manager role plays a central role in that evolution. Expect up to 10 weeks of travel a year to sit with teams, work shoulder to shoulder with partners, and get close to the real customer experience when it matters most. This leader will own two critical functions: 1. Knowledge Base Content Team - This team produces and maintains high-quality customer-facing and internal knowledge. Content viewed millions of times and used heavily by both humans and AI. The Senior Manager ensures the KB becomes a strategic asset, not a static library. Updated fast, structured for machines, and intuitive for humans. 2. Customer Experience Change Agents - This team is transforming from a traditional QA group into a team of experience investigators. Instead of scoring interactions, they will uncover customer pain patterns across product behavior, AI flows, and human support touchpoints. Their insights will fuel product managers, support leaders, and other stakeholders with validated findings that actually shape change.