WorkForce Software, Sr. Manager, Digital Customer Experience & Automation

WorkForce Software, an ADP company, is hiring a Sr. Manager,

Digital Customer Experience & Automation Are you looking to grow your career

in an agile,

dynamic

environment with plenty of opportunities to progress? Are you a

continuous learner who embraces

ongoing training, development, and mentorship opportunities? Are you looking to be yourself

in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights? Well, this may be the role for you. Ready to make your mark?

The WorkForce Software WFS)

Sr. Manager, Digital Customer Experience & Automation

will own the architecture and operational execution of our global digital customer experience ecosystem. This role is responsible for designing, building, and optimizing the automation frameworks, in-product engagement flows, and multimedia enablement experiences that power scalable, tech-touch customer journeys. P

artnering closely with the Engagement & Experience Manager, Customer Success, Product, and Marketing, this role will translate digital engagement strategy into structured automation workflows and immersive digital experiences that accelerate onboarding, drive feature adoption, and support retention at scale.

Like what you see?

Apply now! What you’ll do: Own the end-to-end digital CX architecture across Gainsight PX, Gainsight CC, Docebo, and lifecycle automation platforms, ensuring systems work together seamlessly. Design and build scalable automation workflows that support onboarding, adoption milestones, feature launches, renewal readiness, and expansion triggers. Develop and deploy in-product engagement experiences, including tooltips, walkthroughs, feature announcements, and contextual guidance. Create and produce multimedia enablement assets such as product videos, micro-learning modules, interactive tutorials, and embedded digital education. Translate product updates and technical capabilities into structured digital journeys that are intuitive, measurable, and behavior driven. Establish automation logic based on segmentation, product usage signals, health indicators, and lifecycle stage. Build dashboards and performance tracking to measure workflow effectiveness, engagement depth, and adoption impact. Continuously refine automation and digital engagement models based on behavioral data, experimentation, and customer insights. Partner cross-functionally to ensure digital automation aligns with broader retention, expansion, and customer experience objectives. Requirements: 10+ years of experience in digital experience architecture, UX/UI design, marketing automation, or product engagement within a B2B SaaS environment. Proven experience designing and building scalable digital ecosystems that connect product engagement, community platforms, learning systems, and automation workflows. Hands-on expertise with Gainsight PX and/or Gainsight CC, including configuration, workflow logic, segmentation, and in-app engagement deployment. Strong UX/UI background with the ability to architect intuitive, user-centered digital journeys that drive adoption and engagement. Proficiency in front-end technologies such as HTML, CSS, and JavaScript, with the ability to customize digital experiences and platform components when needed. Demonstrated experience producing high-quality multimedia enablement assets, including screen-recorded tutorials, product videos, interactive walkthroughs, and digital learning modules. Experience translating product functionality and technical requirements into intuitive, visual, and interactive digital experiences. Strong analytical skills with the ability to leverage behavioral data and usage metrics to optimize automation workflows and digital engagement performance. Experience building or scaling digital platforms from early-stage implementation through maturity preferred. Ability to collaborate cross-functionally with Product, Customer Success, Marketing, and Operations to operationalize digital experience initiatives. Ability to travel up to 10%. A college degree in marketing, communications, design or related field is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include: THINGS THAT SET YOU APART: Growth in active community participation and engagement rates. Improved digital adoption and PX usage metrics. Increase in self-service resolutions and customer satisfaction. Demonstrated impact on retention and expansion outcomes.

What are you waiting for?

Apply today! YOU'LL LOVE WORKING HERE BECAUSE YOU CAN: Be yourself in a culture

that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights. Belong by joining

one of our Business Resource Groups2 where you can connect globally with networks and allies who share common interests and experiences. Grow your career

in an agile, fast-paced environment with plenty of opportunities to progress . Continuously learn.

Ongoing training, development, and mentorship opportunities for even the most insatiable learner. Be your healthiest.

Best-in-class benefits start on Day 1 because healthy associates are happy ones . Balance work and life.

Resources and flexibility to more easily integrate your work and your life. Focus on your mental health and well-being.

We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another. Join a company

committed to giving back and generating a lasting, positive impact upon the communities in which we work and live. Get paid to pay it forward.

Company-paid time off for volunteering for causes you care about. In Ontario and/or British Columbia where applicable), the range shown represents the expected total compensation, including vacation pay and commission at target. Commissions are based on several factors, including, but not limited to, individual targets and achievements, as well as company guidelines and plans. This job posting is for an existing job vacancy. The company uses an artificial intelligence tool during the initial pre-screening process WorkForce Software, une entreprise d’ADP, est à la recherche d’un gestionnaire principal ou d’une gestionnaire principale, Expérience client numérique et automatisation.

Cherchez-vous à faire progresser votre carrière dans un environnement agile et dynamique offrant de nombreuses occasions d’avancement? Aimez-vous apprendre sans cesse, et avez-vous un intérêt pour les occasions de formation continue, de perfectionnement et de mentorat? Cherchez-vous à être vous-même

au sein d’une culture qui valorise l’équité, l’inclusion et l’appartenance et qui offre un lieu sûr pour les perspectives et les idées diversifiées?

Eh bien, ce poste est peut-être pour vous. Êtes-vous prêt ou prête à laisser votre marque?

Le gestionnaire principal ou la gestionnaire principale, Expérience client et automatisation de WorkForce Software WFS)

sera responsable de l’architecture et de l’exécution opérationnelle de notre écosystème mondial d’expérience client numérique. Le ou la titulaire de ce poste s’occupera de concevoir, de bâtir et d’améliorer les cadres d’automatisation, les processus d’engagement dans le produit et les expériences d’optimisation multimédia qui permettent d’offrir des parcours technologiques évolutifs aux clients.

En étroite collaboration avec le ou la gestionnaire de l’engagement et de l’expérience, Succès des clients, produits et marketing, le ou la titulaire de ce poste transformera la stratégie d’engagement numérique en processus structurés d’automatisation et en expériences numériques immersives qui accélèrent l’intégration, stimulent l’adoption des fonctions et soutiennent la fidélisation à grande échelle.

Vous aimez ce que vous lisez?

Soumettez votre candidature dès maintenant! Ce que vous ferez : Être responsable de l’architecture d’expérience client numérique de bout en bout sur les plateformes d’automatisation du cycle de vie, Gainsight PX, Gainsight CC et Docebo en s’assurant que les systèmes fonctionnent bien ensemble. Concevoir et bâtir des processus d’automatisation évolutifs qui soutiennent l’intégration, l’atteinte des jalons d’adoption, les lancements de fonctions, la préparation au renouvellement et les déclencheurs d’expansion. Développer et déployer des expériences d’engagement dans le produit, notamment des infobulles, des démonstrations, des annonces de fonctions et des conseils contextuels. Créer et produire des ressources d’optimisation multimédia, comme des vidéos sur le produit, des micromodules d’apprentissage, des tutoriels interactifs et de l’information numérique intégrée. Transformer les mises à jour de produit et les capacités techniques en parcours numériques structurés qui sont à la fois intuitifs, mesurables et axés sur le comportement. Établir une logique d’automatisation fondée sur la segmentation, les signaux d’utilisation du produit, les indicateurs de santé et l’étape du cycle de vie. Créer des tableaux de bord et des outils de suivi du rendement afin d’évaluer l’efficacité des processus, la profondeur d’engagement et l’incidence sur l’adoption. Améliorer continuellement les modèles d’automatisation et d’engagement numérique en fonction des données comportementales, des essais et des perspectives des clients. Collaborer avec différentes fonctions afin de veiller à ce que l’automatisation numérique corresponde aux objectifs plus larges en matière de fidél...