Dallas-Based Head of Customer Experience & AI Ops

Jiffy.com; Dallas (TX); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

401(k)

Wellness benefits

MacBook or PC laptop

Annual website credit $200

Professional development stipend

Job summary

Jiffy.com in Dallas seeks a seasoned Manager of Customer Service to own the frontline, service levels, and end-to-end operations. You will lead the Dallas team onsite, drive CSAT/NPS, and build a scalable, AI-native support motion that reduces headcount while improving experience.

You’ll partner with the President and COO and VP of Operations to set standards, implement QA, and develop workforce planning, escalation playbooks, and data‑driven improvements across channels.

Qualifications

• Bachelor's degree required.
• 8+ years in customer service / customer experience with frontline leadership.
• DTC, e‑commerce, 3PL industry expertise required.
• Hands‑on support-operations experience — workforce management, scheduling, SLA management, and QA across our digital, case‑based channels (email and chat).
• Demonstrated ability to build workflows and processes from scratch, escalation paths, QA frameworks, macros, and reporting.

Responsibilities

• Lead, coach, and develop the Dallas customer service team onsite — set the standard on the floor, run the daily huddles, and raise the bar with every hire.
• Own hiring, onboarding, ramp, and performance management for the team — build a bench and a clear career path from Partner to lead to supervisor.
• Be present and hands‑on: jump on escalations, work the queue when volume demands it, and stay close enough to the customer to know what's actually happening.
• Own the quality bar end to end — QA scoring, calibration, coaching loops, and the definition of what "great" looks like on every channel.
• Own the resolution policy — define how we make things right for customers, leading with correction, replacement, or store credit and treating refunds as the last resort.
• Own CSAT, NPS, and resolution quality — set targets, close the loop on detractors, and turn feedback into concrete fixes.
• Build the escalation and recovery playbooks that protect the customer relationship on the hardest cases.
• Own service levels across channels — first response time, resolution time, and backlog — and keep re‑sequencing, automating, and tightening the operation to hit them.
• Own workforce management — forecasting volume, staffing and scheduling to demand, and managing occupancy and shrinkage across the Dallas floor.
• Build the reporting that gives leadership real visibility — contact drivers, cost‑to‑serve per contact, channel mix, and week‑over‑week trends.
• Own a clean issue taxonomy — every case carries one cause and one resolution — and partner with the data team so customer service reports off consistently defined, governed metrics.
• Own the agent workspace and automation layer as its product owner. Deliberately switch on what works rather than building from zero.
• Define requirements, validate with agents on the floor, and decide with Engineering what to build, fix, or retire.
• Apply AI across support — deflection, auto‑drafting responses, triage and routing, macro generation, and QA at scale.
• Reduce contacts at the source by partnering with Product and Operations to fix the root causes that generate tickets in the first place.
• Build a lean, AI‑first service team in your image — hiring for both service instinct and AI‑nativeness.

Skills

Team leadership

Analytics

AI/Automation

Workflow design

Education

Bachelor's degree

Tools

Zendesk

Job description

Jiffy.com in Dallas seeks a seasoned Manager of Customer Service to own the frontline, service levels, and end-to-end operations. You will lead the Dallas team onsite, drive CSAT/NPS, and build a scalable, AI-native support motion that reduces headcount while improving experience.

You’ll partner with the President and COO and VP of Operations to set standards, implement QA, and develop workforce planning, escalation playbooks, and data‑driven improvements across channels.