Consumer Journey Manager

Location: Needham, MA

Job Title: Consumer Journey Manager

Position Summary 

We are seeking a proactive and detail-oriented Consumer Journey Manager to lead the intake, refinement, communication, and tracking of operational improvement opportunities, called PoPs (protect our plan). This role supports a culture of continuous improvement by ensuring consistent submission and follow-through on PoPs that enhance operational efficiency, reduce spend, and elevate the consumer experience. To do so, they will need to sit at the nexus of our contact center, core product and consumer insights, connecting the dots before and after purchase, highlighting opportunities for improved consumer experience. 

Key Responsibilities 

• Facilitate Weekly Product/Journey review sessions with Contact Center/PD CORE/CI
• Ensure action items are captured and followed up on
• Connect the dots from pre-product launch to post purchase tracking and customer experience execution
• Facilitate Biweekly Submissions:
  • Ensure timely PoP submissions from team members every two weeks, promoting proactive identification of risks and opportunities across the operation. 
• Curate and Refine Daily PoPs:
  • Review submitted PoPs and select one each day to escalate to the Executive Leadership Team (ELT). 
  • Collaborate with the original submitter to shape and refine the email content.
  • Ensure each communication follows a standardized format and highlights relevant cross-functional business partners.
• Stakeholder Engagement:
  • Conduct weekly reviews with Key Stakeholder in Contact center/Core/CI to uncover issues big and small to drive awareness of consumer pain points in the journey from purchase to use. 
  • Coordinate with key business partners to ensure alignment on responsibilities and expected outcomes related to each submitted PoP
• Track and Escalate Progress:
  • Maintain a detailed register of PoPs shared with the ELT: 
  • Monitor progress, assign owners, and set timelines.
  • Escalate lack of movement or ownership gaps.
  • Keep momentum and visibility on unresolved issues.
• Communicate to Leadership:
  • Provide concise, informative weekly and monthly updates to the ELT, including: 
    • Status of open and resolved PoPs
    • Progress toward key actions
    • Notable trends or recurring challenges

Qualifications & Experience 

• Exceptional organizational skills and the ability to manage workflows across multiple priorities.
• Strong written communication, particularly in summarizing complex issues for executive audiences.
• Comfortable collaborating across teams and escalating effectively when needed.
• Experience in operations, program coordination, or continuous improvement preferred.
• Familiarity with issue tracking tools and structured reporting is a plus.

Success in This Role Looks Like 

• PoP submissions are consistently delivered on time and meet quality standards.
• ELT receives daily PoPs that are clear, actionable, and aligned with strategic priorities.
• Open PoPs are actively monitored, progressed, and resolved.
•  Leadership gains insight into systemic issues and operational trends through timely action.