Manager, Listener Care - AI Customer Experience

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact:
As the Manager, Listener Care - AI Customer Experience, you will play a key role in shaping the future of intelligent customer engagement across our omni-channel contact center platforms. You'll translate business strategy and customer insights into actionable product roadmaps that enhance efficiency, reduce operational costs, and elevate the customer experience through AI-driven automation. You'll work cross-functionally with engineering, data science, operations, and marketing teams to design and deliver innovative AI products that replicate and augment agent behaviors. By analyzing performance data across multiple channels, you'll identify opportunities to optimize customer journeys, streamline workflows, and continuously improve product effectiveness. Your leadership will ensure that our AI solutions deliver measurable value - balancing user experience, scalability, and business impact. Through agile execution, data-backed decision making, and thoughtful collaboration, you'll help transform how customers and agents interact, driving the next generation of intelligent, human-centered service experiences.

What you'll do:

• Develop and maintain product roadmaps, ensuring alignment with business objectives and customer needs.
• Collaborate with cross-functional teams, including engineering, operations, and marketing, to drive product development and launch.
• Develop AI customer journeys and use cases to replicate agent behaviors.
• Analyze omni channel contact center performance data, identifying areas for improvement and optimizing AI product offerings.

What you'll need:

• 5+ years experience in project management, with a focus on omni channel contact center technology and AI software (preferred experience with Sierra).
• Proven track record of launching successful products, with measurable impact on cost savings, revenue, and customer satisfaction.
• In-depth knowledge of omni channel contact center operations, including workflows, technologies, and industry trends.
• Experience with agile product development methodologies and tools, such as JIRA, Figma and Monday.
• Ability to summarize insights from reports and dashboards (i.e. excel, tableau, etc.).
• Advanced level Collaboration skills.
• Intermediate level skills in:
  • Program and Project Management.
  • Data Analysis and Interpretation.
  • Design Thinking.
  • Customer Journey Mapping.
• Beginner level skills in:
  • Change Management Support.
  • Product Strategy.
• Must have legal right to work in the U.S.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $103,300 to $115,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.