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Director of Customer Experience

| Greater Boston Area

Zagster is the fastest-growing bike-share provider in North America. With industry-leading technology and an innovative model, our mission is to make the bike the most loved form of transportation — and we’re looking for an exceptional Director of Customer Experience to help make it happen.

We’ve recently raised $10 million in Series B funding and operate more than 200 bike sharing programs in over 35 states, with clients such as General Motors, Princeton University, Equity Residential, and Fort Collins, Colorado. At Zagster, you will help transform the way cities work, and make tangible improvements to the sustainability, health, and quality of life for people everywhere. And because Zagster is a startup with a great culture and benefits, you’ll also have fun.

The Director of Customer Experience is a leadership role within the Product team at Zagster. This individual will own the end-to-end rider experience, from initial awareness of Zagster’s existence within a community through the discovery and signup process, the bike ride itself, and the process of delivering feedback or praise post-ride.

Key Goals:

  • Ensure a first-class rider experience within our digital applications (mobile app & desktop websites)
  • Ensure real-world interactions with the physical bike-sharing infrastructure are well-integrated into the digital experience for the rider
  • Ensure that messaging that is delivered to riders via a variety of channels (before, during, and after a ride) is consistent, engaging, and effective
  • Coordinate with groups outside of Product (Customer Service, Marketing, etc.) to ensure that rider workflow and communications are being thought of as a cohesive experience rather than a series of independent interactions 

Scope of responsibilities:

  • Use a framework of vision/planning/execution to appropriately:
    • Create a shared vision of where the rider experience should be within the next 12-24 months
    • Plan for specific goals and deliverables for the next 1-2 quarters
    • Execute on specific in-flight priorities, to ensure that there is constant delivery of the most urgent product features
  • Oversee a team of product managers, analysts, and designers that work collaboratively with the Zagster engineering team and with internal functional and operational areas
  • Own the associated mobile and desktop applications that control the main rider interactions with Zagster, but also pay attention to every touch point that a rider has with Zagster or its physical equipment
  • Ensure the standard product management functions (prioritize, write stories, test and launch) are being executed across regular development sprints
  • Sort through rider feedback from bug requests, NPS surveys, and customer surveys to fully understand the touchpoints between Zagster and our customers to ensure the customer experience team has first-hand, real-world knowledge of the impact of their work
  • Willingness to live the life of a Zagster rider every day – ride to work, use the app, test all new products, or take a spin at lunchtime

Why this role is unique:

  • Not many roles offer the opportunity to combine digital user experience with physical interactions that happen in the real world. You will work on a cutting-edge mobile platform, but also get to test out your team’s innovations while test riding a bike around Cambridge. You will see the impact of your team’s work on display at bike shares around the country, and get feedback from a wide array of user communities
  • We need to stitch together a cohesive experience that will delight both a prospective and experienced rider, to ensure that they want to return again and again to bikesharing. This may involve reducing friction in some cases, and adding intervention in others. It may involve crafting the most cutting-edge mobile tools, but also questioning how a specific bike component is performing in relation to providing a quality ride

Experience and skills:

  • 8-10 years of combined experience in Product Management, Customer Experience, or UX Design, or ideally all three
  • A portfolio of digital tools that you have owned or shepherded into existence
  • Direct management of designers, product managers, project managers, client service consultants, or customer success employees
  • A strong viewpoint on the appropriate way to design and deliver digital experiences and customer tools
  • A collaborative mindset that allows you to play well with technical leaders, across functional business areas, and externally with customers
  • Ability to multi-task, prioritize requests, communicate with stakeholders, and meet expected milestones
  • Experience working in a fast-paced, agile environment, preferably with a growing start-up
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25 First Street Suite 104 , Cambridge, MA 02141
25 First Street Suite 104 , Cambridge, MA 02141