CX Governance & Service Standards Manager

Job description

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.

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

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.