Customer Experience Leader - Omnichannel & AI Automation

Snack Innovations Inc.; United States; Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Snack Innovations is seeking a Customer Experience Manager to own end-to-end CX operations, including team leadership, CRM setup, and automation across channels. You will train staff, design scalable processes, and drive a warm, brand-aligned experience for every interaction with Drizzilicious and related brands.

Join a hands-on team focused on automating where it adds value while preserving personal care. This onsite role offers a path to scale CX capabilities as the company expands into new

Qualifications

• 3-5+ years in customer experience, customer service, or CX operations, ideally at a consumer brand.
• Bachelor’s degree is preferred.
• Commitment to work 100% onsite.
• Proven experience building or managing CRM systems and support automations (e.g. Zendesk, Gorgias, HubSpot, Kustomer, Gladly).
• Hands-on experience training or configuring AI chatbots for customer service use cases.
• Track record of building QA or issue-tracking systems from the ground up.
• Experience managing a team of customer service representatives including coaching.
• Comfort across omnichannel support (social, email, retail platforms, marketplaces).
• Strong instinct for where to automate vs. preserve human touch.

Responsibilities

• Manage, coach, and schedule a team of customer service representatives across email, social, and retail-channel.
• Set service standards, response-time targets, and tone guidelines.
• Train new hires and provide ongoing coaching on product knowledge and escalation.
• Build and maintain the CRM system (Gorgias) for customer history and cases.
• Design automations routing, tagging, and prioritization of inquiries.
• Identify which touchpoints should be automated and which require human touch.
• Train and refine AI chatbots for FAQs and order status in brand voice.
• Own handoff logic between bot and human reps with full context.
• Evaluate and pilot CX tech as the brand scales to new retailers.
• Build a QA tracking process for product, packaging, and food-safety issues.
• Set escalation thresholds and close the loop with customers after resolution.
• Deliver consistent omnichannel experiences across social, email, and marketplaces.

Skills

People management

CRM optimization

AI chatbots

QA & issue tracking

Omnichannel support

Automation strategy

Education

Bachelor's degree preferred

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Job description

Snack Innovations is seeking a Customer Experience Manager to own end-to-end CX operations, including team leadership, CRM setup, and automation across channels. You will train staff, design scalable processes, and drive a warm, brand-aligned experience for every interaction with Drizzilicious and related brands.

Join a hands-on team focused on automating where it adds value while preserving personal care. This onsite role offers a path to scale CX capabilities as the company expands into new