Customer Experience Manager

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

Reporting directly to the Business Operations Director, the Customer Experience Manager is a pivotal operational and strategic leadership role uniting our Customer Experience and Appeals functions.

This role is responsible for overseeing end-to-end customer interaction workflows, ensuring compliant, defensible enforcement, and driving operational excellence across all customer touchpoints. The Customer Experience Manager will lead the team strategy, manage OKRs and KPIs, enforce regulatory compliance (including BPA Code of Practice and POPLA standards), refine support SLAs, and act as the final internal escalation point (3rd line escalation) for complex case resolutions. By empowering team leads and specialists across Customer Experience and Appeals, you will optimise resource allocation, elevate audit and QA frameworks, and protect both ParkMaven’s regulatory standing and market reputation.

Own, refine, and enforce operational Service Level Agreements (SLAs) within Zendesk ParkMaven Portal and Zatpark, continuously evaluating and improving priority workflows.

Ensure strict adherence to statutory, legal, and regulatory response timelines across all escalation channels.