Customer Experience Manager

About Zūm:

Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm CMX™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX  is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 7,500 schools rely on Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank.

• District partnership: Serve as the day-to-day point of contact for assigned districts, building trusted relationships with transportation directors and district staff.
• Presentations and reporting: Build and deliver business reviews, launch decks, and board or leadership presentations that clearly communicate performance, progress, and next steps.
• Execution with Operations: Partner daily with regional Operations and yard leaders to turn district requests and commitments into action and confirm they are completed.
• Direct follow-up: Own communication back to districts on open issues, service concerns, and requests, with clear timelines, status updates, and closure.
• Escalations: Identify service gaps early, document them, and route them to Operations, Technology, or Finance. Keep the VP informed on high-risk accounts.
• Retention: Monitor account health and sentiment, flag churn risk early, and carry out account plans set with the VP.
• Renewals and growth: Prepare renewal materials and support Ops and Sales on rebids, renewals, and expansion opportunities.
• Onboarding: Coordinate launch activities for new districts, including readiness checklists, dry runs, and district and family communications.
• Technology adoption: Train and support district staff and families on the Zūm CMX platform and drive usage.
• Metrics and reporting: Track health scores and KPIs, including on-time performance, response times, and sentiment, and turn them into weekly action.
• Voice of customer: Capture district feedback and share recurring themes with Product, Technology, and Operations.

Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.