About the job
Join Our Team!
BusRight, a dynamic player in the transportation technology sector, is seeking a talented Customer Experience Manager (CXM) to help deliver exceptional customer journeys. We are backed by visionary investors from Uber, SpaceX, and Notion, and are on a mission to transform school transportation across the nation.
Every day, over 26 million students rely on approximately 500,000 school buses for their daily commutes. Behind this operation are dedicated transportation leaders managing intricate logistics. At BusRight, we strive to enhance the safety and efficiency of school transportation for families, schools, and communities through innovative routing technology, cutting-edge driver navigation, real-time GPS tracking, and seamless parent communication.
As our Customer Experience Manager, you'll act as the BusRight Concierge, guiding customers through onboarding and fostering lasting relationships with School Transportation Directors, Routers, Drivers, and Superintendents. Your role will involve conducting executive reviews, troubleshooting on-site with customers, and celebrating their milestones with personalized gestures.
You will lead the onboarding process, ensure product adoption across transportation teams, advocate for customer feedback internally, and contribute to the development of scalable systems as we expand. If working alongside a Customer Experience Associate (CXA), you will provide mentorship and prioritize high-quality execution in customer interactions.
Key Responsibilities
- Engage with customers for at least 4 hours daily, providing training, onboarding, support, and building rapport.
- Oversee customer onboarding and implementation while managing multiple projects concurrently.
- Act as the primary contact and trusted partner for assigned accounts.
- Develop strong relationships with stakeholders, from drivers to superintendents.
- Facilitate product training sessions and enhance adoption across organizations.
- Provide hands-on support via phone and email, addressing issues like routing queries and tablet troubleshooting.
- Monitor account health, usage, and sentiment to proactively address risks.
- Conduct regular check-ins and quarterly account reviews.
- Collaborate closely with Product, Engineering, Support, Sales, and Operations to represent customer needs effectively.
- Translate customer feedback into actionable insights for the team.
- Maintain thorough documentation and ensure follow-through on customer interactions.
- Guide and mentor CXA when partnered, ensuring quality execution.

