Customer Experience Manager

Confidential; Cleveland (OH); On-site; USD 95,000 - 130,000; Full time

Job summary

Confidential is seeking an experienced Senior Manager to lead day-to-day customer experience operations for a growing premium retail product line. You will deliver a seamless, high-quality customer journey across retail, eCommerce, and service networks while coaching a team for excellence in service delivery.

You will partner with Sales, Marketing, Product, and Operations to drive improvements, train staff, monitor CSAT and first-contact resolution, and ensure CRM/ERP data accuracy.

Qualifications

• Bachelor's degree or equivalent experience.
• 3-5 years of customer service leadership or contact center management experience.
• Background supporting retail, eCommerce, or consumer products.
• Strong leadership, coaching, and problem-solving skills.
• Excellent communication skills (written and verbal).
• Experience with CRM platforms and customer service tools.
• Familiarity with ERP and order management systems.

Responsibilities

• Lead day-to-day customer experience operations across multiple channels.
• Coach and develop a team of customer experience representatives.
• Drive performance metrics and continuous improvement initiatives.
• Partner with Sales, Marketing, Product, Operations, and Engineering.
• Support product launches with training materials, FAQs, and service processes.

Skills

People leadership

Customer experience

CRM platforms

ERP systems

Analytical thinking

Education

Bachelor's degree

Tools

CRM software

ERP systems

Job description

We are seeking an experienced Customer Experience Senior Manager to lead day-to-day customer support operations for a growing premium retail product line. This role is responsible for delivering a seamless, high-quality customer journey across multiple channels, including retail, eCommerce, and service networks.

The ideal candidate is a strong people leader who can drive performance, enhance customer satisfaction, and partner cross-functionally to continuously improve the end-to-end customer experience.

What You'll Do

Lead Customer Experience Operations

• Manage, coach, and develop a team of Customer Experience Representatives
• Ensure timely, professional support across phone, email, chat, and social channels
• Foster a customer-first culture focused on high-quality service delivery
• Monitor key service metrics, including customer satisfaction and first-contact resolution
• Oversee CRM data accuracy and reporting

Support Retail & eCommerce Channels

• Oversee order processing, status inquiries, and customer support across multiple sales channels
• Handle pricing, availability, shipping, and delivery inquiries
• Ensure accurate data management within ERP systems
• Partner with internal teams and external retailers to resolve issues efficiently

Oversee Service & Support Operations

• Provide guidance on warranties, repairs, parts, and escalations
• Support technical and hotline teams
• Ensure service partners maintain strong quality and customer care standards
• Identify trends and recommend process improvements

Drive Cross-Functional Collaboration

• Partner with Sales, Marketing, Product, Operations, and Engineering teams
• Support product launches with training materials, FAQs, and service processes
• Share customer insights to inform business decisions

Manage Performance & Continuous Improvement

• Track and analyze KPIs such as CSAT, NPS, response time, and order accuracy
• Implement improvements based on customer feedback and performance data
• Prepare and present performance insights to leadership

Train & Develop Teams

• Lead onboarding and ongoing training for customer service staff
• Conduct quality monitoring and coaching sessions
• Ensure consistent messaging across all customer touchpoints

What You Bring

Required Qualifications

• Bachelor's degree or equivalent experience
• 3-5 years of customer service leadership or contact center management experience
• Background supporting retail, eCommerce, or consumer products
• Strong leadership, coaching, and problem-solving skills
• Excellent communication skills (written and verbal)
• Experience with CRM platforms and customer service tools
• Familiarity with ERP and order management systems

Preferred Qualifications

• Experience with premium consumer durable goods or home appliance products
• Knowledge of warranty programs and service operations
• Experience working across multiple retail and online channels
• Customer-focused leadership
• Team development and coaching
• Cross-functional collaboration
• Analytical thinking and problem solving
• Process improvement
• Strong organization and prioritization
• Adaptability in a fast-paced environment