Onsite CX Operations Lead — AI, Automation & Care

Snack Innovations Inc; Piscataway Township (NJ); On-site; USD 85,000 - 120,000; Full time

Job summary

Snack Innovations Inc is seeking a Customer Experience Manager to own the end-to-end CX operation. You will lead a team, implement CRM and automation, and train AI chatbots to handle routine inquiries while maintaining a warm, brand-aligned voice.

You will drive QA processes, monitor sentiment across channels, and coordinate with marketing for high-visibility moments. This on-site role emphasizes a personal, family-like service standard.

Qualifications

• 3-5+ years in customer experience, customer service, or CX operations.
• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

CX leadership

CRM management

AI chatbots

QA tracking

Omnichannel support

Team management

Education

Bachelor’s degree

Tools

Zendesk

Gorgias

HubSpot

Kustomer

Gladly

Job description

Snack Innovations Inc is seeking a Customer Experience Manager to own the end-to-end CX operation. You will lead a team, implement CRM and automation, and train AI chatbots to handle routine inquiries while maintaining a warm, brand-aligned voice.

You will drive QA processes, monitor sentiment across channels, and coordinate with marketing for high-visibility moments. This on-site role emphasizes a personal, family-like service standard.