Senior Customer Experience Leader — Growth & Loyalty

Tecovas; Austin (TX); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision insurance for family

401(k) match

Flexible PTO policy

Corporate wellness program

Job summary

Based in Austin, Tecovas is a leading western boots and apparel brand seeking a Senior Customer Experience Manager to lead a large team of CX Associates and Team Leads. You will own the service model, partner with CX Operations and CX Enablement, and drive loyalty, exchanges over refunds, and repeat orders by delivering Radical Hospitality in every interaction.

The role requires building VIP programs, managing labor budgets, and aligning CX with commercial outcomes across remote multi-state

Qualifications

• 8+ years in customer service or contact center operations.
• Experience managing managers.
• Direct-to-consumer retail or ecommerce background preferred.
• Experience leading a remote, hourly workforce across multiple states.
• Ability to connect service outcomes to commercial metrics.
• Experience designing or restructuring frontline organization.

Responsibilities

• Grow revenue through strategic customer experience initiatives.
• Own measures like contact-influenced revenue and repeat purchase rate.
• Collaborate with Ecommerce, Marketing, Merchandising, and Retail.
• Design VIP program and staff accordingly.
• Own labor budget, payroll, and compliance across multi-state remote workforce.

Skills

Customer service

Contact center ops

Managerial experience

Remote workforce management

Communication skills

Executive presentations

Job description

Based in Austin, Tecovas is a leading western boots and apparel brand seeking a Senior Customer Experience Manager to lead a large team of CX Associates and Team Leads. You will own the service model, partner with CX Operations and CX Enablement, and drive loyalty, exchanges over refunds, and repeat orders by delivering Radical Hospitality in every interaction.

The role requires building VIP programs, managing labor budgets, and aligning CX with commercial outcomes across remote multi-state