Service Design Manager

About Arlo:

At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We believe that everyone deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry. Arlo’s deep expertise in AI- and CV-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for Arlo users that is easy to set up and interact with every day.

The Role
Location: Milpitas, US
Contract: 1 year fixed term

We are seeking a Customer Experience (CX) & Service Design Manager, based in the US,  to lead the design and delivery of holistic, omnichannel customer experiences across Arlo’s ecosystem. In this role, you will work cross-functionally with Product, Design, Technology, Data, and Business stakeholders to drive customer-centric innovation and improve the end-to-end customer journey. You will facilitate design sprints, customer research, and service blueprinting, ensuring that every touchpoint enhances customer satisfaction and strengthens Arlo’s competitive advantage.

This is a high-impact, cross functional role where you will translate service design insights into actionable CX improvements and influence Arlo’s approach to customer experience at scale.

Key Responsibilities

Customer Experience & Service Design

• Lead the design and delivery of customer-centered experiences across Arlo’s digital and physical touchpoints.
• Apply service design methodologies, creating journey maps, service blueprints, and experience prototypes to improve key interactions.
• Develop intuitive, accessible, and engaging experiences from first-time use to expert-level engagement.
• Champion a human-centered design approach, ensuring that every initiative meets customer needs while aligning with business goals.
   

Customer Research & Insights

• Synthesize customer insights into clear, actionable recommendations for product and service improvements.
• Partner with data analytics teams to integrate customer behaviour insights into CX decision-making.
   

CX Design & Execution

• Facilitate design sprints and cross-functional workshops, bringing together teams from Product, Engineering, Marketing, and Support to solve complex CX challenges.
• Lead by example in applying customer-first thinking within Arlo, influencing and contributing to a range of initiatives that improve customer retention, satisfaction, and loyalty.
• Develop and communicate CX strategies through compelling storytelling, visual design, and presentations to senior leadership.

CX Advocacy & Cross-Functional Collaboration

• Educate and mentor teams on CX best practices, fostering a culture of continuous improvement and innovation.
• Influence stakeholder decision-making by presenting clear, compelling customer narratives and data-backed insights.

Qualifications & Experience

Required:

• 5+ years of experience in CX Design, Service Design, UX Research, or related fields within a technology, SaaS, or consumer electronics environment.
• Expertise in customer journey mapping, service blueprinting, and human-centered design methodologies.
• Strong background in design research—both qualitative and quantitative methods.
• Proven ability to translate insights into actionable service improvements.
• Experience leading cross-functional teams in a matrixed environment.
• Strong storytelling and communication skills, with the ability to present to C-level executives.
• Hands-on experience with CX design tools, such as Figma, Miro, Mural or ServiceNow.
   

Preferred:

• Experience in a scale-up or high-growth environment, balancing strategic vision with execution.
• Familiarity with AI-driven customer experiences and digital service automation.
• Knowledge of customer success metrics and how to tie CX improvements to business impact.
• Background in Design Thinking, Human Factors, or Behavioral Science is a plus.
   

Key Competencies

• Customer-Centric Mindset: Passionate about understanding and improving customer experiences.
• Strategic Thinking: Ability to align CX initiatives with business objectives.
• Influence & Leadership: Capable of rallying teams and driving buy-in across functions.
• Agility & Adaptability: Thrives in fast-paced, evolving environments.
• Innovation & Problem-Solving: Constantly explores new ways to enhance CX through design and technology.

The pay range for this position reflects the minimum and maximum target for new hire salaries at commencement of employment and is expected to be between USD$140,000-155,000/year.  However, base pay offered may vary depending on multiple factors, including role, job-related knowledge, skills, relevant education and experience.  

We’re committed to inclusivity and selecting the strongest candidate—no matter their background. Even if you don’t meet every listed qualification, we encourage you to apply. We’re happy to support growth in areas essential to the role. Interested in learning more about our workplace? Visit and follow our LinkedIn, and Glassdoor pages to read employee insights and get updates of what it’s like to be part of Arlo.

Arlo is proud to be an Equal Opportunity Employer. We value inclusion and are committed to inclusive, and harassment-free workplace. We prohibit discrimination and harassment based on all legally protected statuses in all hiring and employment.

We provide reasonable accommodations to applicants and employees with disabilities, who are pregnant or have a related medical condition, or who have sincerely held religious beliefs, observances, and practices. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, the Company will consider for employment qualified applicants with arrest and conviction records.