Customer Experience Leader, CX & Operations

Phillip Jeffries Ltd; Fairfield (NJ); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health benefits

34 days paid time off

Retirement plan with 10% company match

Employee discount on Phillip Jeffries

Working Advantage discounts

Job summary

Phillip Jeffries Ltd is seeking a senior Customer Experience Leader in New Jersey to guide and grow a high-performing team focused on delivering best-in-class service. You will partner with Sales, Design, Finance, and Supply Chain to resolve challenges and enhance the customer journey.

You’ll drive continuous improvement, manage escalations, and lead strategic CX projects, with a strong emphasis on data-driven decisions and people development.

Qualifications

• 7+ years of customer service, customer experience, or sales support experience.
• 5+ years of leadership experience managing support or service teams.
• Experience leveraging customer service platforms, helpdesk systems, and analytics tools.
• Strong project management, problem-solving, and organizational skills.
• Proven ability to lead through change and drive cross-functional collaboration.
• Excellent communication, coaching, and relationship-building skills.
• Passion for delivering exceptional customer experiences and developing high-performing teams

Responsibilities

• Lead, coach, and develop a team of Customer Experience professionals.
• Provide ongoing performance feedback, coaching, and career development opportunities.
• Foster a culture of accountability, engagement, continuous improvement, and service excellence.
• Manage team productivity, workload distribution, and operational performance.
• Partner with leadership to implement department initiatives and process improvements.
• Drive service excellence through effective support processes and service level management.
• Monitor key performance metrics, dashboards, and customer satisfaction trends.
• Partner with Sales and cross-functional teams to identify and resolve customer challenges.
• Build strong relationships with internal stakeholders and key customers.
• Identify opportunities to reduce customer friction and improve the overall customer journey.
• Lead and contribute to strategic projects that improve operational efficiency and customer satisfaction.
• Manage project timelines, stakeholder communication, and successful execution of initiatives.
• Utilize customer feedback and data insights to drive informed business decisions.
• Manage complex customer concerns and escalations with professionalism and urgency.
• Partner with Sales, Marketing, Design, Finance, and Supply Chain teams to develop proactive solutions.
• Share customer insights with leadership to support strategic decision-making and continuous improvement efforts.
• Partner with the CX Training team to support onboarding and ongoing employee development.
• Utilize quality assurance reviews and performance data to identify training opportunities.
• Ensure team members have the tools, knowledge, and resources needed to succeed.
• Help create a best-in-class learning environment that supports long-term employee growth and retention

Skills

Leadership

Coaching

Customer experience

Project management

Cross-functional collaboration

Communication

Relationship-building

Job description

Phillip Jeffries Ltd is seeking a senior Customer Experience Leader in New Jersey to guide and grow a high-performing team focused on delivering best-in-class service. You will partner with Sales, Design, Finance, and Supply Chain to resolve challenges and enhance the customer journey.

You’ll drive continuous improvement, manage escalations, and lead strategic CX projects, with a strong emphasis on data-driven decisions and people development.