About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.

We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 

Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

The CX Manager at Ancestry oversees the collection and analysis of community feedback to inform cross-functional decisions while also spearheading educational and engagement initiatives that align with broader marketing and product strategies. This role is critical in guiding the Community CSA and Service Initiative teams towards enhancing customer engagement, optimizing conversion rates, and increasing retention through effective leadership and targeted service strategies.

The role can require evening and holiday availability. The standard working hours are Monday to Friday, during regular business hours. 

Key Responsibilities:

• Oversee the gathering and analysis of community feedback to develop actionable insights that drive strategic decisions across multiple teams. 

• Lead the strategic planning and execution of comprehensive educational programs about Ancestry’s products, features, and campaigns, ensuring alignment with marketing and product teams. 

• Manage brand protection initiatives and crisis management in Social Media and other customer engagement channels.  

• Strategize and direct major engagement initiatives, monitoring effectiveness and continuously optimizing approaches to foster a vibrant and active community. 

• Develop and manage service initiatives that complement product features and marketing efforts, enhancing customer engagement, conversion, and retention. 

• Provide leadership and development for the Community CSA team and the Service Initiative team, setting clear goals, facilitating training, and fostering a collaborative team environment.

• Collaborate closely with key stakeholders within the company to ensure cohesive community strategies and enhance overall brand consistency across all platforms.

Skills & Experience:

• Bachelor’s or master’s degree in Communications, Marketing, Business Administration, or related field preferred. 

• Experience in community management, customer experience, or a related area, with a proven track record of successfully managing and leading teams and implementing strategies that engage customer and community engagement

• Strong leadership skills with experience in managing diverse teams, capable of motivating and guiding team members toward achieving strategic objectives and handling and resolving conflicts within the team. 

• Expertise in analyzing customer and community feedback and using data to inform and drive strategic decisions and improve services and engagement, 

• Exceptional community skills, capable of clearly articulating ideas, presenting strategies to stakeholders, and facilitating effective communication across teams. 

• In-depth knowledge of social media platforms, communication management tools, and CRM software and their use in community and customer engagement 

• Excellent project management skills and attention to detail, with the capability to manage multiple projects efficiently and ensure all aspects of community and customer management are handled precisely. 

• Ability to manage change effectively and guide the team through transitions. 

• Demonstrate resilience and the ability to work effectively under pressure in a fast-paced environment.

Helping people discover their story is at the heart of ours.  Ancestry is the largest provider of family history and personal DNA testing, harnessing a powerful combination of information, science and technology to help people discover their family history and stories that were never possible before. Ancestry’s suite of products includes: AncestryDNA, AncestryProGenealogists, Fold3, Newspapers.com, Find a Grave, Archives.com, and Rootsweb. We offer excellent benefits and a competitive compensation package. For additional information, regarding our benefits and career information, please visit our website at http://ancestry.com/careers

**US ONLY**

As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity.  We are pleased to share the base salary range for this position: $69,120 to 92,160 with eligibility for bonus, equity and comprehensive benefits including health, dental and vision. The actual salary will vary by geographic region and job experience.  We will share detailed compensation data for a specific location during the recruiting process.  Read more about our benefits HERE.

*Note: Disclosure as required by sb19-085(8-5-20) and sb1162(1-1-23)

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Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, colour, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, civil status, family status, membership of the Traveller community, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability and require a reasonable accommodation or adjustment to support you during the interview process, please notify the recruiter.

All job offers are contingent on a background check screen that complies with applicable law.  

Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.