The posting
Title: Senior Manager, Customer Experience
Employment Classification: Full-time, Salary, Exempt, W-2
Salary Range: $85,000 – $95,000
Benefits: CAIA offers a comprehensive benefits package to eligible employees, including medical, dental, vision, retirement benefits, paid time off, and other employee benefits
Department: Marketing
Reports to: Director of Content Marketing and Brand Strategy
Location: Northeast U.S - Connecticut, Massachusetts, or New York with periodic travel to CAIA’s Amherst, Massachusetts office as needed
Work Authorization: Candidates must be legally authorized to work in the United States
About the CAIA Association
The CAIA Association is a nonprofit organization and global leader in alternative investment education. CAIA provides education, credentials, and professional development designed to advance knowledge and professionalism across the alternative investment industry.
CAIA is best known for the CAIA Charter®, an internationally recognized credential for investment professionals, as well as educational programs designed to serve the evolving needs of professionals and organizations across the investment industry.
CAIA is an equal opportunity employer. Additional information about employment opportunities is available on the CAIA careers page.
Position Summary
The Senior Manager, Customer Experience plays a central role in shaping how Candidates and Members experience CAIA throughout their journey with the Association.
Working within the Content Marketing team, this role translates CAIA’s customer experience strategy into day-to-day practice by helping ensure Candidates and Members receive responsive, consistent support while identifying opportunities to make their experience simpler, more proactive, and to foster a long-lasting relationship with CAIA.
The Senior Manager oversees the day-to-day work of the Customer Experience staff and serves as an important bridge between those direct customer interactions and CAIA’s broader marketing efforts. This role brings what we hear and learn from Candidates and Members back into lifecycle marketing, communications, content, digital experiences, product development, and audience planning.
This is a hands-on role for someone who is equally comfortable solving an individual customer issue, identifying a recurring problem that needs to be addressed at its source, and collaborating with Marketing colleagues to improve the communications and experiences that reach a much larger audience.
Key Responsibilities
Customer Experience & Success
- Lead, develop, and manage the Customer Experience team, setting clear priorities, service standards, and performance expectations while coaching staff and building the team’s capabilities over time to ensure consistent and high-quality customer experience.
- Operationalize CAIA’s Candidate and Member experience strategy across key stages of the customer journey.
- Serve as an escalation point for complex Candidate and Member questions and issues, coordinating with internal teams as needed to reach resolution.
- Support marketing in creating proactive outreach around important moments in the Candidate and Member journey.
- Strengthen onboarding experiences and help Candidates and Members understand what to expect, where to go, and what actions to take next.
- Establish and maintain service standards, processes, escalation paths, and measures of customer experience.
- Identify recurring questions, pain points, and sources of friction and work across teams to address their underlying causes.
- Maintain and improve internal knowledge resources, customer-facing support materials, templates, FAQs, and other tools that enable consistent service.
- Identify opportunities for self-service, automation, and technology including AI to improve customer experience and allow staff to focus on interactions where direct human interaction adds the greatest value.
- Regularly assess service interactions and customer feedback to identify opportunities for process and experience improvement.
Integrated Marketing & Lifecycle Engagement
- Participate in lifecycle campaign planning and execution across the prospect, Candidate, and Member journey.
- Help build and improve registration, exam, program progression, membership, and renewal journeys in partnership with the lifecycle marketing strategy.
- Edit and contribute copy and content for email, web, Candidate and Member resources, campaigns, and other marketing communications.
- Bring the voice of the customer into campaign, content, and communications planning, ensuring that marketing reflects the questions, needs, and experiences of the audiences it serves.
- Participate in campaign testing and optimization, particularly across Candidate and Member communications and lifecycle initiatives.
- Partner with digital marketing to identify and implement customer web experience improvements.
- Contribute to audience intelligence by identifying patterns in Candidate and Member behavior, questions, feedback, and service interactions.
- Support broader marketing initiatives and campaign execution as priorities and opportunities arise.
Cross-Functional Collaboration
The Senior Manager works closely with colleagues across Marketing, Operations, IT, Educational Programs, and Community to improve the end-to-end Candidate and Member experience.
Because this role sits close to both the customer and the work of Marketing, it has a particular responsibility to create a strong feedback loop between the two: using what we learn through individual customer interactions to improve the experiences we create for the broader audience.
What Success Looks Like
Success in this role means CAIA is not only responding effectively when Candidates and Members need help but using what we learn from those interactions to improve the broader customer journey. By bringing the voice of the customer directly into our marketing, communications, and digital experiences, this role helps us anticipate needs, address friction earlier, and create more relevant and effective experiences from initial engagement through Candidate progression and Membership.
Over time, this role will help CAIA:
- Deliver a more consistent and proactive Candidate and Member experience.
- Strengthen Candidate onboarding, persistence, progression, and transition to Membership.
- Improve Member retention.
- Increase the effectiveness of customer communications.
- Bring direct customer insight more systematically into marketing decisions.
- Create stronger alignment between lifecycle marketing, digital experiences, communications, and direct customer support.
- Build a customer experience model capable of supporting CAIA’s continued global growth.
Experience & Qualifications
The successful candidate will likely bring 5-7 years of experience across customer experience, marketing, communications, or a combination of these disciplines. Experience in a membership organization, professional association, credentialing or education organization, financial services, or another complex customer journey would be valuable but is not required.
They should bring:
- Experience delivering and improving direct customer experiences, ideally across multiple stages of a customer lifecycle.
- Experience in establishing and improving customer service operations, including service standards, workflows, escalation processes, knowledge management, and measures of performance and customer experience.
- Demonstrated experience leading and developing a customer-facing team, including setting clear expectations, coaching and developing staff, managing performance, and building effective ways of working as the team grows.
- Strong written communication and editing skills, with the ability to translate complex information into clear, useful customer communications.
- Experience contributing to marketing campaigns, lifecycle communications, or audience engagement initiatives.
- An ability to recognize patterns across individual customer interactions and translate those insights into broader improvements.
- Strong judgment and confidence handling complex or sensitive customer situations.
- A process-improvement mindset and interest in identifying better ways of working.
- Comfort working with data and customer feedback to identify trends and evaluate effectiveness.
- Strong cross-functional collaboration skills and the ability to move work forward across teams without owning every part of the solution.
- The ability to balance immediate customer needs with longer-term opportunities to improve the overall experience.
