Customer Experience Manager

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.

Zūm provides safe, reliable, technology-enabled student transportation for school districts. As we launch new districts and deepen existing partnerships, we’re hiring a Customer Experience Manager to own the district relationship once the contract is signed.

You’ll be the day-to-day partner for transportation directors and district leaders in your region. That means working side by side with Operations to deliver on our commitments, staying on every issue until the district confirms it’s resolved, and presenting results to district leadership and boards. You’ll also spot risk early and lead renewal conversations. This is a hands-on role for someone who is organized, responsive, and just as comfortable in the district office as in the yard.

First 30 days: Learn the product, shadow handoffs, and meet your assigned districts and regional Ops leads.

First 90 days: Establish strong rapport as district thought partner, run kickoffs or take over existing accounts, with a success plan in place for each district.

First year: Hit retention and renewal targets, improve on-time performance and response metrics in your region, and contribute to the CS playbook.

5+ years in customer experience/success, account management, or district-level roles in student transportation, logistics, SaaS, or a similar service-critical field.

Strong presentation skills, with experience building and delivering executive-ready materials to district leaders or boards.

Proven ability to coordinate with operations teams and drive cross-functional work to completion.

Exceptional organization and follow-through, with the ability to manage multiple districts and deadlines at once.

Fluency with customer data, turned into weekly action.

Exceptional written and verbal communication.

Willingness to travel up to 80% within the region.

Bachelor’s degree or equivalent experience.