CX Leader - DTC & Dealer Operations

Benchmade; Oregon City (OR); Hybrid; USD 90,000 - 135,000; Full time

Job summary

Benchmade is seeking a Customer Experience Manager to lead the CX and dealer-facing inside sales teams. You will direct service excellence, develop scalable processes, and partner with IT, Product, Sales, and Marketing to improve customer and dealer outcomes.

You will build trust through coaching, data-driven decision making, and a willingness to test new ideas while scaling operations to keep Benchmade’s personal touch with every customer and dealer.

Qualifications

• Experience leading both consumer-facing service and B2B account support.
• Proven track record of improving service and commercial results using data and KPIs.
• Hands-on fluency with CRM and support systems; Zendesk and HubSpot experience preferred.

Responsibilities

• Lead, coach, hire, develop, and manage a multi-person CX/Dealer ops team; oversee offshore partner performance.
• Own daily performance across phone, email, chat, and dealer support queues; review dashboards and signals daily.
• Establish cadence: daily queue reviews, weekly channel reviews, monthly KPI reviews, quarterly development conversations.

Skills

Leadership

Customer Experience

Team Management

CX Strategy

CRM Expertise

Education

Bachelor’s degree or equivalent

Tools

Zendesk

HubSpot

CRM systems

Job description

Benchmade is seeking a Customer Experience Manager to lead the CX and dealer-facing inside sales teams. You will direct service excellence, develop scalable processes, and partner with IT, Product, Sales, and Marketing to improve customer and dealer outcomes.

You will build trust through coaching, data-driven decision making, and a willingness to test new ideas while scaling operations to keep Benchmade’s personal touch with every customer and dealer.