Senior Manager of Customer Experience

Job Summary

Leading customer support operations, the full-time Senior Manager of Customer Experience will manage an in-house support team and outsourced partners, overseeing over 40,000 customer contacts annually while driving improvements based on customer feedback in a remote setting.

Key responsibilities

• Lead and manage the in-house Support Supervisor and BPO partners, ensuring performance, staffing, and quality assurance
• Collaborate with cross-functional teams to enhance customer experience, retention, and self-service options
• Own the configuration and continuous improvement of the customer experience technology stack, including AI-assisted support

Required qualifications

• 7+ years of experience in customer experience or support, with at least 4 years in a management role within a DTC or eCommerce brand
• Proven experience managing outsourced BPO partners and supporting subscription-based businesses
• Hands-on ability to configure helpdesk workflows and troubleshoot technical issues across platforms
• Strong analytical skills to present contact trends and recommendations to executives
• Excellent written communication skills for SOPs, executive updates, and customer-facing policies