CX & Service Architect — Build from the Ground Up

Nbutexas; Atlanta (GA); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Full-time leadership role

High-visibility role with executive领导

Job summary

Nbutexas is seeking a Senior Manager, Customer Experience & Service to build and lead the CX function for a rapidly growing specialty retail and ecommerce organization. This hands-on leader will create scalable systems, processes, technology, and service standards across stores, ecommerce, live commerce, phone, email, and digital channels.

The role offers high-visibility leadership with exposure to executive leadership, opportunities to own CX strategy, systems, technology, and staff growth, and

Qualifications

• 7+ years in customer service, customer experience, retail or ecommerce operations
• 3+ years leading customer service or customer experience teams
• Experience supporting customers across multiple channels
• Experience with CRM, ticketing, phone, call-routing, or customer communication systems
• Proven ability to build processes and infrastructure in a growing org
• Strong service recovery, escalation management and conflict resolution skills
• Ability to establish and measure KPIs: CSAT, response time, resolution time, FCR, ticket volume, escalation trends
• Analytical skills to identify recurring customer pain points and root causes
• Ability to partner across Retail, Ecommerce, Shipping, Inventory, Technology, Finance
• Develop clear ownership and escalation procedures to resolve issues quickly
• Build standardized service procedures and service-level expectations
• Own and improve phone routing and escalation paths
• Develop Voice of the Customer program and translate feedback into improvements
• Build reporting and dashboards for CX performance

Responsibilities

• Build and lead the customer experience function across retail stores, ecommerce, live commerce, phone, email, and digital channels
• Create scalable CX systems, processes, technology, and service standards
• Own CX strategy, systems, technology, and processes
• Develop a future CX team and hire/coach staff
• Collaborate with cross-functional teams to resolve customer issues efficiently
• Establish KPIs and reporting to measure CX performance
• Translate customer feedback into actionable operational improvements

Skills

Customer service leadership

Multi-channel experience

Data-driven mindset

Operational scalability

Tools

CRM systems

Ticketing systems

Phone/call-routing platforms

Job description

Nbutexas is seeking a Senior Manager, Customer Experience & Service to build and lead the CX function for a rapidly growing specialty retail and ecommerce organization. This hands-on leader will create scalable systems, processes, technology, and service standards across stores, ecommerce, live commerce, phone, email, and digital channels.

The role offers high-visibility leadership with exposure to executive leadership, opportunities to own CX strategy, systems, technology, and staff growth, and