Customer Experience Manager

Job Summary

A company is looking for a Customer Experience Manager to lead global frontline operations and enhance service delivery.

Key Responsibilities

• Lead and develop a global team, establishing performance standards and coaching frameworks
• Own frontline performance metrics and optimize the customer experience technology stack
• Collaborate with stakeholders to reduce churn and enhance the premium member experience

Required Qualifications

• 5+ years in high-growth D2C, e-commerce, or subscription environments
• 3+ years of experience leading team leads or managers
• Experience in scaling frontline customer experience operations
• Strong understanding of customer experience metrics and operational levers
• Demonstrated ability to use data for driving improvement