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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