Senior Manager, Customer Experience & Service

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We are seeking a Senior Manager, Customer Experience & Service to build and lead the customer experience function for a rapidly growing specialty retail and ecommerce organization. This is a unique opportunity for a hands-on builder who can create scalable systems, processes, technology, and service standards across retail stores, ecommerce, live commerce, phone, email, and digital channels.

 

Senior Manager, Customer Experience & Service Benefits and Compensation:

·      Base Salary: $95,000–$115,000

·      Full-time, exempt leadership opportunity

·      High-visibility role with exposure to executive leadership

·      Opportunity to build a Customer Experience function from the ground up

·      Significant ownership over CX strategy, systems, technology, and processes

·      Opportunity to build and develop a future Customer Experience team

·      Join a growing organization expanding across multiple retail and digital channels

 

Senior Manager, Customer Experience & Service Requirements & Qualifications:

·      7+ years of progressive customer service, customer experience, retail operations, ecommerce operations, contact center, or related experience

·      3+ years leading customer service or customer experience teams

·      Proven experience supporting customers across multiple channels

·      Experience with CRM, ticketing, phone, call-routing, or customer communication systems

·      Demonstrated success building processes and infrastructure within a growing organization

·      Strong service recovery, escalation management, and conflict-resolution skills

·      Ability to establish and measure KPIs including CSAT, response time, resolution time, first-contact resolution, ticket volume, and escalation trends

·      Strong analytical skills with the ability to identify recurring customer pain points and operational root causes

·      Ability to partner across Retail, Ecommerce, Shipping, Inventory, Technology, Finance, and other operational teams

·      Develop clear ownership and escalation procedures to ensure customer issues reach the appropriate team and are resolved quickly

·      Build standardized service procedures, service-level expectations, and customer communication standards

·      Own and improve phone routing, customer communication workflows, and escalation paths

·      Build a formal Voice of the Customer program and translate feedback into actionable operational improvements

·      Develop consistent service recovery guidelines for refunds, replacements, credits, shipping issues, and sensitive customer situations

·      Build reporting and dashboards that provide leadership with visibility into customer experience performance and recurring operational issues

 

Senior Manager, Customer Experience & Service Preferred Background & Skills:

·      Ecommerce customer service experience

·      Multi-unit retail or consumer-facing business experience

·      Experience building or scaling a customer experience function in a high-growth organization

·      Omnichannel experience across physical retail, ecommerce, phone, email, digital, marketplaces, or live commerce

·      Experience implementing or optimizing CRM, ticketing, phone, chat, knowledge base, or customer support technology

·      Experience with Voice of the Customer, CSAT, NPS, or similar customer experience programs

·      Experience developing customer service training and quality assurance programs

·      Experience building and developing customer service teams as business volume grows

·      Specialty retail, collectibles, marketplaces, live commerce, or enthusiast-driven consumer experience is a plus

·      Hands-on, builder mentality with the ability to move comfortably between strategy and execution

 

JOB ID: 180770

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Rogers Hornsby

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