Senior CX Manager
The Senior Customer Experience (CX) Manager at Talkdesk is a pivotal role embedded within the Orange team, focusing on maximizing the value of the Talkdesk platform to support Orange's customer experience and AI transformation initiatives. This position combines strategic leadership with technical expertise, collaborating closely with Orange's business and technical teams to identify, develop, and optimize high-value use cases, particularly in AI and Agentic capabilities. As a trusted advisor, the CX Manager orchestrates efforts across Talkdesk's Product, Engineering, Professional Services, and Customer Care teams to drive adoption and achieve measurable business outcomes.
Key responsibilities include identifying and prioritizing AI and Agentic use cases aligned with Orange's business priorities, translating business challenges into defined use cases with measurable outcomes, and supporting these use cases from discovery through adoption and optimization. The role also involves maintaining strong technical knowledge of the Talkdesk platform and Orange's environment, engaging confidently with technical teams on integrations, APIs, routing, data flows, architecture, and AI configuration. Additionally, the CX Manager drives adoption of Talkdesk capabilities across Orange teams, establishes success criteria for strategic initiatives, and communicates adoption, performance, and recommendations effectively.
Candidates should have experience managing complex enterprise customers in SaaS, CCaaS, CX, or related technology environments, with a strong understanding of contact center operations and customer experience technology. A strong technical aptitude is essential, including the ability to engage in discussions involving APIs, integrations, architecture, routing, data, and AI configuration. Practical understanding and interest in AI, Generative AI, and Agentic technologies are important, along with strong analytical and problem-solving skills to translate business challenges into technology use cases and measurable outcomes. Fluency in Spanish and English is required.
While specific compensation details are not provided, Talkdesk offers a comprehensive benefits package that includes flexible time off, remote-first benefits, and solid health coverage. The company is recognized for its commitment to diversity, equity, and inclusion, with 50% of its executive leadership team being women. Talkdesk also supports community and environmental giving, encouraging employees to volunteer and support nonprofits. The company culture emphasizes courageous innovation, customer obsession, and trust and transparency, fostering an inclusive environment where diverse perspectives drive success.
Talkdesk is a global leader in cloud contact center solutions, pioneering a new era of Customer Experience Automation (CXA) by redefining how brands interact with customers through AI. The company fosters an inclusive culture where diverse perspectives drive success and every voice belongs. Combining the stability of a global leader with the agility of a startup, Talkdesk offers opportunities for growth and innovation in the customer experience space.