Customer Experience Manager

De'Longhi Group; Upper Saddle River (NJ); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible work structure

Robust health coverage

Company matching 401k plan

Generous paid time off

LinkedIn Learning access

Job summary

A global appliance company is seeking a hands-on After Sales Customer Success Manager to lead post-sale customer support and drive a world-class customer experience. This role involves planning, executing, and optimizing projects that improve customer satisfaction and service delivery. You will manage relationships with our BPO partner in Guatemala and ensure alignment on KPIs and training. The ideal candidate has extensive experience in customer service management and is comfortable with data analysis.

Qualifications

• 5+ years experience in a similar customer experience role.
• Expert in customer service and customer experience management.
• Experience managing outsourced (BPO) customer service teams.
• Strong understanding of social customer care and digital support tools.
• Excellent communication and leadership skills.

Responsibilities

• Lead end-to-end projects related to post-sale processes.
• Develop detailed project plans and manage timelines.
• Maintain relationships with BPO provider in Guatemala.
• Oversee customer interactions on social media and online reviews.
• Monitor CSAT and NPS metrics to identify trends.

Skills

Customer service expertise

Leadership skills

Cross-cultural collaboration

Data analysis

Tools

CRM systems

Ticketing software

Job description

We're looking for a hands-on After Sales Customer Success manager to lead post-sale customer support and drive a world-class customer experience, lead initiatives that enhance the after-sales customer service outcomes. This role is responsible for planning, executing, and optimizing functional projects that improve customer satisfaction, operational efficiency and overall service delivery. You will be the bridge between our internal teams and our BPO partner in Guatemala, ensuring alignment on KPIs, training, processes, and brand voice—especially across social and digital support channels. Travel to Guatemala once per quarter is required to conduct performance reviews, calibrations, and training with the BPO team.

Responsibilities

• Lead and manage end-to-end projects related to post-sale processes including returns, issue resolution, onboarding and warranty services
• Develop detailed project plans, assign responsibilities, track progress & manage timelines
• Coordinate initiatives aimed at enhancing service quality, agent training & knowledge-base content
• Lead change management and rollout new tools, processes or service channels
• Champion the voice of the customer by translating feedback into actionable improvements
• Measure & report on successes

BPO Oversight

• Maintain a close working relationship with our BPO provider in Guatemala
• Travel quarterly to conduct on-site training, performance reviews, and quality audits
• Ensure alignment on customer service tone, brand values, and cultural standards
• Implement best practices and continuous improvement initiatives with BPO leaders

Social & Customer Experience

• Oversee customer interactions on social media and online reviews
• Ensure timely responses that reflect our brand voice and enhance customer experience
• Collaborate with social, digital & marketing teams to manage public-facing responses and retailer relationships

Customer Experience & Insights

• Monitor CSAT, NPS, first response time, and resolution metrics to identify trends
• Drive customer feedback loops and use insights & analytics to improve policies, training, and workflows
• Champion the voice of the customer within the company
• Ad hoc customer experience responsibilities as needed

Qualifications

• 5+ years experience in a similar customer experience role
• Expert in customer service, aftersales, or customer experience management
• Experience managing outsourced (BPO) customer service teams
• Strong understanding of social customer care and digital support tools
• Willing and able to travel to Guatemala quarterly
• Excellent communication, leadership, and cross-cultural collaboration skills
• Experience working with CRM, ticketing, and supporting software for the department
• Data-driven with the ability to create and present actionable performance reports

What We Offer

• Flexible work structure with 2 days remote per week
• Robust & inexpensive health coverage for you and your family through medical, dental and vision plans
• Financial protection through life, accidental death & dismemberment, and long-term disability insurance
• A company matching 401k plan
• Generous paid time off including vacation, personal, sick, company holidays, and bereavement days so you can take the time you need

Learning & Development

• All employees are provided with LinkedIn Learning licenses and unlimited access to LinkedIn Learning’s courses
• Global hub of learning & development resources including global webinars covering a variety of technical, soft skills, and language training

Organized annual volunteer day, donation opportunities throughout the year with local non-profit organizations

Our Core Values

Ambition, Courage, Passion, Competence, Teamwork, Heritage, Respect