CX Governance & Service Standards Manager

About this role

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!

The CX Governance & Service Standards Manager within the Customer Experience Performance (CEP) team leads the design and governance of the future company-wide scaling of Trustpilot’s service standards, for service excellence and continuous improvement across Customer Experience & Support (CES) and the wider Trustpilot organization. Leading the strategic function CX Governance & Service Standards, this role drives Trustpilot’s evolution toward a proactive, closed-loop resolution engine. It leads the enterprise Voice of the Customer (VoC) governance rhythm, chairs the cross-functional Global VoC Forum, and directs the company-wide 'Fix the Basics' initiative to eliminate avoidable customer contacts at the root. Additionally, the role anchors service quality, governing The Trustpilot Experience: Service Standard while actively supporting any customer-facing teams across Trustpilot that would want to tailor and apply these standards to their specific operational workflows, systematically reducing customer effort and increasing the experience.

What you’ll be doing:

Global Voice of the Customer (VoC) Closed-Loop Governance

• VoC Forum Leadership: Chair, and direct the Global VoC Forum, bringing together cross-functional leadership across all operational, commercial, and technical business owners to drive collective ownership and end-to-end accountability for eliminating customer friction points.

• Closed-Loop Feedback Engine: Govern the "Listen-Analyze-Act-Monitor" lifecycle by translating end-to-end customer listening signals and contact diagnostics into validated, prioritized roadmap solutions across all relevant business units.

• CX Maturity Benchmarking: Execute, track, and advance internal CX maturity baselines across Trustpilot teams, ensuring trust metrics directly inform business strategy.

"Fix the Basics" Failure-Points Elimination

• Macro Root-Cause Analysis: Direct the macro "Fix the Basics" program, analyzing contact drivers and support data to identify the underlying product, policy, and workflow failures that generate avoidable customer contact.

• The best service is no service: Partnering directly with Product teams and GTM leads to feed contact-driver insights and rapid product-release bugs straight into product roadmaps, embedding "the best service is no service" philosophy across the business.

• Customer Effort Reduction: Continuously benchmark and optimize customer touchpoints to systematically lower the Customer Effort Score (CES) across human and digital interactions.

The Trustpilot Experience: Service Standard

• Rollout & Governance: Lead the operational rollout and continuous governance of The Trustpilot Experience: Service Standard within CES and where suited across other customer touchpoints, unifying expectations for speed, accuracy, empathetic tone, plain-language policy translation, and First-Contact Resolution (FCR).

• Core Values Integration: Operationalize Trustpilot’s 5 core values (Start with Customer, Act with Integrity, Positively Human, Make It Happen, Win Together) into clear operational expectations.

• Multi-Departmental Application opportunity: Provide tailored service delivery guidelines for specialized functions. like Customer Support, Digital CS, Content Integrity, Trust & Enforcement, Billing/Finance, Product Support, and Commercial teams.

To maximize impact without operational overlap, this role maintains a crisp division of labor between CEP's governance engine and frontline partner teams:

• VoC Governance: CEP owns the global VoC data infrastructure, centralizing feedback into Looker/Salesforce and tracking macro resolution metrics. The CX & Community Advocacy Team shapes the qualitative agenda, curates customer narrative case studies, and defines focal themes for executive reviews.

• Jira Escalations & Failure Elimination: CEP maintains the macro "Fix the Basics" Jira tracking board and statistical root-cause correlation. The CX Managers log domain-specific qualitative issues from frontline interactions and upvote systemic friction with Product pods.

• Standards & Playbooks: CEP owns the overarching service standards and audit frameworks. The CX & Community Advocacy Team author B2B/B2C help guides, CSM 1-to-many playbooks, and brand-voice rules for AI review assistants.

Who you are:

• CX Strategy & Governance: Experience leading CX Strategy, Voice of the Customer (VoC) programs, Customer Journey Mapping, or Quality Governance within a fast-paced SaaS, digital marketplace, or e-commerce environment.

• Cross-Functional Influence: Demonstrated track record of leading cross-departmental forums and influencing Product, Engineering, GTM, and Commercial leaders without direct authority.

• Standards & Frameworks: Experience developing, operationalizing, and auditing customer service delivery standards, quality rubrics, and closed-loop governance engines.

• Strategic Influence & Diplomatic Persistence: Ability to build strong relationships across Product, Legal, GTM, and Support teams while holding stakeholders accountable to customer outcomes.

• Root-Cause Diagnostic Capability: Skilled at synthesizing qualitative customer sentiment, ticket logs, and contact drivers into compelling root-cause business cases.

• Values-Driven Customer Advocacy: Deep alignment with Trustpilot's core values, with a passion for eliminating corporate jargon and placing human empathy at the center of process design.

What’s in it for you:

• A range of flexible working options to dedicate time to what matters to you

• Competitive compensation package + bonus

• 25 days holiday per year, increasing to 28 days after 2 years of…