Customer Experience Manager

The role

You will be the day-to-day partner for transportation directors and district leaders in your region. You will work with Operations to deliver on commitments, follow issues until resolved, and present results to district leadership and boards.

What you will do

• Serve as the day-to-day point of contact for assigned districts.
• Build and deliver business reviews, launch decks, and board or leadership presentations.
• Partner daily with regional Operations and yard leaders to complete district requests.
• Own communication back to districts on open issues, with timelines, status updates, and closure.
• Identify service gaps early and route them to Operations, Technology, or Finance.
• Monitor account health, flag churn risk early, and carry out account plans.
• Prepare renewal materials and support rebids, renewals, and expansion.
• Coordinate launch activities for new districts, including readiness checklists and dry runs.
• Train and support district staff and families on the Zūm CMX platform.
• Track health scores and KPIs and turn them into weekly action.

Required qualifications

• 5+ years in customer experience/success, account management, or district-level roles in student transportation, logistics, SaaS, or a similar service-critical field.
• Strong presentation skills, with experience building executive-ready materials for district leaders or boards.
• Proven ability to coordinate with operations teams and drive cross-functional work to completion.
• Exceptional organization and follow-through across multiple districts and deadlines.
• Fluency with customer data, turned into weekly action.
• Exceptional written and verbal communication.
• Willingness to travel up to 80% within the region.
• Bachelor's degree or equivalent experience.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Holidays
• Wellness
• Vacation
• And more

Before you apply

• Pay may be above or below the stated range based on location, skills, and experience.

About the company

Zūm provides safe, reliable, technology-enabled student transportation for school districts through its Zūm CMX system. More than 7,500 schools rely on Zūm CMX.