Customer Experience Manager

Snack Innovations; Piscataway Township (NJ); On-site; USD 90,000 - 140,000; Full time

Job summary

Snack Innovations seeks a hands-on Customer Experience leader to own end-to-end operations for our growing brand family, including Drizzilicious and Smart Fries. You will manage the CX team, build the CRM and automation stack, and train AI chatbots to handle routine inquiries while preserving warm, brand-consistent service.

The role emphasizes scalable process, QA tracking, omnichannel excellence, and proactive sentiment monitoring.

Qualifications

• 3–5+ years in customer experience or CX operations.
• Experience at a consumer brand with social, digital and retail presence.
• Experience building or managing CRM systems and 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 hiring, coaching, and performance management.
• Comfort working across omnichannel support (social, email, retail platforms, marketplaces) for a brand with a highly engaged, vocal customer base.
• Strong instinct for where to automate for efficiency and where to keep the human touch.

Responsibilities

• Lead and develop the CX team across email, social, and retail platforms.
• Define service standards, response targets, and brand tone for every rep.
• Build and maintain the CRM system and automation workflows.
• Train and refine AI chatbots; manage handoffs to human agents.
• Establish QA tracking for product, packaging, and safety issues.
• Monitor sentiment and flag emerging issues across channels.
• Collaborate with marketing and operations during high-visibility moments.

Skills

CX strategy

Team leadership

CRM systems

AI chatbots

QA tracking

Omnichannel

Education

Bachelor's degree

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Job description

Snack Innovations is the parent company behind Drizzilicious, Smart Fries, Natural Endurance, and Sunday Snacks. Drizzilicious is our flagship growth brand, a drizzled mini rice cake snack with national distribution across Walmart, Target, Sam's Club, Costco, Kroger, Whole Foods, and Amazon. It has been recognized as a Bain Top Insurgent Brand and one of Numerator's fastest-growing CPG brands, built on a viral social following and a loyal, vocal customer base.

THE ROLE

This role owns customer service for Snack Innovations end to end: the team, the CRM, the automations, and the AI chatbot. The goal is a support operation that runs efficiently in the back end and feels personal on the front end, like a family business, not a call center. We automate to save time, not to save on care This person will own our customer service operation end to end: managing our customer service representatives, standing up the CRM and automation infrastructure behind the scenes, training AI chatbots to handle routine and high-volume questions, and building the QA tracking systems that catch issues. Every interaction, human or automated, should feel warm, responsive, and unmistakably Snack Innovations.

Key Responsibilities

Team & Service Management

• Manage, coach, and schedule a team of customer service representatives across email, social, and retail-platform channels.
• Set service standards, response-time targets, and tone-of-voice guidelines so every rep sounds like us, not a script.
• Train new hires and run ongoing coaching on product knowledge, brand voice, and escalation protocol.

CRM & Automation

• Build and maintain the CRM system (Gorgias) that houses customer history, order issues, and case status across every channel.
• Design automations and workflows that route, tag, and prioritize incoming inquiries without adding headcount.
• Identify which touchpoints should be automated for speed and which must stay human for sentiment and trust.

AI Chatbot & Emerging Tech

• Train, prompt, and continuously refine AI chatbots to handle FAQs, order status, and routine requests in our brand voice.
• Own the handoff logic between bot and human rep so escalations reach a person quickly and with full context.
• Evaluate and pilot new CX and support technology as the brand scales into new retailers and channels.

QA & Issue Tracking

• Build and run a systematic QA tracking process that logs product, packaging, and food-safety complaints in one place.
• Set clear thresholds for when a QA issue gets escalated internally, including to leadership and the quality team.
• Partner with QA and operations to close the loop with customers once an issue is resolved.

Omnichannel Experience

• Deliver a consistent experience across social DMs, email, retail-site reviews, and marketplace messaging.
• Monitor social and retail channels for customer sentiment and flag emerging issues before they spread.
• Work closely with the marketing and social teams during high-visibility moments, including viral or crisis situations.

What Success Looks Like

• Every Drizzilicious customer feels heard, valued, and like they are talking to a real, caring team, whether their question was answered by a person or a bot.
• Response times drop and case volume per rep improves because the right things are automated, not because customers get a worse experience.
• QA issues are caught, tracked, and resolved through a repeatable system rather than one-off firefighting.
• Leadership has clear, real-time visibility into customer sentiment and issue trends across every channel.

Qualifications

• 3 to -5+ years in customer experience, customer service, or CX operations, ideally at a CPG or consumer brand with significant social, digital, and retail presence.
• Bachelor’s degree preferred.
• Commitment to work 100% onsite.
• Proven experience building or managing CRM systems and support automations (e.g. Zendesk, Gorgias, HubSpot, Kustomer, Gladly, or similar).
• 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, not just working within an existing one.
• Experience managing a team of customer service representatives, including hiring, coaching, and performance management.
• Comfort working across omnichannel support (social, email, retail platforms, marketplaces) for a brand with a highly engaged, vocal customer base.
• Strong instinct for where to automate for efficiency and where to keep the human touch, with the judgment to know the difference.

NICE TO HAVE

• Experience with building out Gorgias
• Familiarity with food safety or product quality escalation processes.