Senior Customer Experience Governance Manager

Massachusetts Municipal Association

22 days ago

Mahwah, NJ

Onsite

Full Time

Senior

0 applicants

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About this role

The Senior Manager – Customer Experience Governance leads the development and implementation of standards, KPIs, and governance frameworks to enhance customer experience across retail operations. This role involves strategic oversight, performance management, and collaboration with global and regional teams to embed customer excellence into retail practices.

Skills

Qualifications

7-10+ years of experience in Customer Experience, retail operations, strategy, performance management, or governance roles

About Massachusetts Municipal Association

mma.org

Massachusetts Municipal Association (MMA) is the statewide membership organization that represents cities, towns, and the elected and appointed officials who serve them across the Commonwealth. MMA advocates for municipal interests at the State House, provides legal and policy guidance, and delivers training, conferences, research, and technical assistance on municipal finance, governance, public works, and local services. The Association also supports shared programs such as insurance and risk-management tools and convenes networks for peer learning and best-practice exchange. MMA’s mission is to strengthen local government capacity and amplify the voice of cities and towns in Massachusetts.