Manager of Customer Experience Design, Flock
$100-120k
+ Offers Equity
Public safety operating system
Be an early applicant
Public safety operating system
1001+ employees
Be an early applicant
$100-120k
+ Offers Equity
1001+ employees
Company mission
To create safer, happier communities and cities by pre-emptively fighting crime.
Role
Who you are
- Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints, translating qualitative and quantitative insight into prioritized roadmaps
- Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout
- Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement
- People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on
- Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome
What the job involves
- Flock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels, and as our services expand, aligning these channels into one cohesive journey is critical
- Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales
- You'll lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints
- Support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly
- AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs
- A Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics
- A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence
- Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare
- This isn't an individual-contributor design role, you'll manage and coach a team while remaining hands-on with service and conversation design
- This isn't a pure operations or QA role, your focus is designing and governing the experience rather than running daily queues or support metrics reporting
Our take
Public vehicle surveillance provides valuable insights to emergency services for the prevention of crime, but bringing information together to create leads is difficult. There's no standardised system for inter-city vehicle surveillance, and this makes it difficult for communities and law enforcement services to work together.
Flock provides surveillance equipment that aims to improve the abilities of law enforcement and homeowner associations to communicate data with each other. The company focuses on vehicle surveillance, innovating on existing technology by using machine learning to categorise vehicles by color, license plate, state, and other data points.
Whilst automated surveillance equipment is used daily within federal police forces, Flock builds technology systems that provide a means for smaller law enforcement agencies to quantify and share surveillance data easily. The company has raised strong funding to support the expansion of its manufacturing capabilities. But it has also faced a large dose of backlash from groups and individuals who are concerned about its capability for mass surveillance and the privacy of the data it collects.
Steph
Company Specialist at Welcome to the Jungle
Insights
40% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Mar 2025
$275m
LATE VC
Mar 2024
$200m
SERIES G
Total funding: $857.8m
Company benefits
- 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
- ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
- 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
- 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
- 🧠Mental Health: All employees receive an annual subscription to Headspace
- 💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
- 💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
- 💻WFH Stipend: $150 per month to cover the costs of working from home
- 📚L&D Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
- 🏠Home Office Stipend: A one-time $750 to help you create your dream office
- 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
- 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies
Company HQ
Home Park, Atlanta, GA
Leadership
Garrett Langley
(Founder & CEO)They worked in Computer Services freelance for over 6 years before joining Firethorn in 2015, and Clutch Technologies in 2014. They left their position as President of Moment LLC to found Flock Safety in April 2017.
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