Senior Customer Experience Manager

Mito Red Light; United States; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid flexibility

Remote work option

Ownership and decision authority

Job summary

Mito Red Light is seeking a Senior Customer Experience Manager to own how customers experience the brand—from first purchase to loyalty. This is a strategic leadership role focused on reducing churn, increasing lifetime value, and building scalable CX frameworks across operations, product, and compliance.

You'll manage offshore BPO, own the partner relationship, and drive an AI-forward CX program that speeds answers, improves quality, and feeds insights back to growth strategies.

Qualifications

• 5+ years in CX strategy or leadership within consumer brands.
• Direct experience owning a BPO or outsourced support partner.
• Strong budget, vendor and operational P&L acumen.

Responsibilities

• Define and execute a CX strategy that drives retention and lifetime value.
• Map end-to-end customer journeys and remove friction points.
• Develop CX playbooks, escalation paths, and proactive interventions.
• Own BPO partner relationships, contracts, SLAs and staffing.
• Lead QA, training, and certification standards for partner agents.
• Design scalable CX workflows and budgeting for CX tech and vendors.
• Serve as final decision-maker on high-stakes escalations and policy exceptions.
• Own customer-facing content, docs, and product readiness for launches.

Skills

CX strategy

BPO management

AI in CX

Vendor management

Data-driven

Leadership

Job description

Location: Hybrid (Scottsdale, AZ) or Remote

Compensation: $60,000 to $90,000 DOE

Reports to: Head of Growth

About Mito Red Light

Mito Red Light is a fast-growing direct-to-consumer wellness brand specializing in red and near-infrared light therapy. Our product line, including panels, masks, helmets, pods, and skincare, is designed to support recovery, skin health, and overall well-being. We're a lean, high-output team that moves fast and builds smart.

The Role

We're looking for a Senior Customer Experience Manager to own how customers experience Mito Red Light, from first purchase through long-term loyalty. This is a strategic leadership role focused on turning CX into a growth lever: reducing churn, increasing lifetime value, and building the frameworks that allow our support operations to scale.

This role goes beyond support. You're the connective tissue between operations, product, quality, and compliance. You own not just how we answer customers, but the accuracy and quality of everything a customer reads, from user manuals to AI agent responses at 2 AM.

Front-line support is delivered by our offshore BPO partner. Day-to-day agent management sits with the partner team lead. You own the partner relationship, the strategy, the systems, and the outcomes. Most of the frameworks don't exist yet. You're building them.

This is not a pure strategy seat. You'll handle high-stakes escalations directly, and we consider that a feature. Frameworks built at a distance from real customer conversations don't survive contact with them.

We want someone genuinely excited about where AI is taking CX, not as a way to automate tickets, but as an opportunity to rethink how CX operates, how quickly customers get answers, and how insights flow back into the business.

What You'll Own

CX Strategy and CX-to-Revenue Impact

• Define and execute a customer experience strategy that drives retention, repeat purchases, and lifetime value, feeding CX insights to the Lifecycle Marketing Manager who owns post-purchase campaigns and flows
• Map the end-to-end customer journey, identify friction points and drop-off moments, and build scalable solutions
• Develop the CX playbook: escalation paths, service recovery protocols, and proactive intervention triggers, surfacing the churn signals and segments that inform lifecycle marketing campaigns
• Go beyond traditional support metrics. Your job isn't to report that CSAT is 92%. It's to answer whether customers who had a great support experience buy again at a higher rate, refer more, and churn less. Build the measurement framework that connects CX quality to revenue outcomes, separate from lifecycle marketing attribution
• Own the relationship between CX performance and revenue outcomes, connecting service quality to business results

BPO Partnership and Operational Excellence

• Own the offshore support partner relationship end to end: contract, SLAs, cost per contact, forecasting, and staffing plans
• Set quality standards and run QA calibration with partner leadership. You own the definition of what a good interaction looks like
• Own the training curriculum and certification standards the partner agents are held to
• Hold the partner accountable to performance targets, and make the call on scope, escalation thresholds, and partner changes
• Evaluate and optimize our CX tech stack for cost efficiency and performance
• Design scalable workflows, SOPs, and service-level frameworks that hold up as volume grows
• Lead capacity planning and resource allocation across support channels to balance cost and quality
• Build and manage the CX operating budget, including vendor and tooling spend

High-Stakes Escalations

• Serve as the final decision-maker on high-stakes customer situations: legal threats, compliance-sensitive product complaints, VIP disputes, and policy exceptions beyond agent authority
• Design the escalation framework that defines what rises to this level, on what timeline, and with what decision rights
• Set the policy boundaries within which the partner team can resolve independently, and widen them over time as trust and capability grow
• Partner with the offshore team lead to ensure escalation handoffs are clean and no customer falls through the gap between time zones

Customer-Facing Content and Documentation

• Own the single source of truth for product answers, used by the human team, the AI agent, and the help center alike
• Own the quality and iteration cycle for user manuals, quick-start guides, safety inserts, and packaging materials, partnering with Product and Quality on technical accuracy
• Run the feedback loop from support data into documentation. When a question keeps recurring, the manual, the product page, or the onboarding flow changes, not just the macro
• Review customer-facing language for consistency with compliance standards
• Maintain version control across documentation as SKUs, firmware, and product revisions change

Product Launch Readiness, Safety, and Compliance

• Own the CS readiness gate for every product launch: the team is trained, the AI knowledge base is updated, and compliance sign-off is obtained before go-live
• Coordinate with Product and Marketing on launch timelines so CX is never preparing after the fact
• Build and maintain launch-readiness checklists, training materials, and compliance test sets for each new SKU
• Ensure a single answer set of record per product, used by both the human team and the AI agent
• Own complaint intake and triage standards: distinguish user error from a genuine product signal, and route accordingly
• Partner with Quality and Engineering on complaint documentation, evaluation requests, and trend monitoring across the device line
• Serve as the CX lead for any field action or safety communication, owning customer messaging, sequencing, and response tracking

AI, Automation, and the Future of CX

• Lead the strategy for how AI and automation are used across the customer experience function, from ticket triage and agent assist to QA, knowledge management, and proactive support
• Continuously evaluate emerging AI tools, capabilities, and workflows that can improve customer experience, team productivity, speed, personalization, and cost efficiency
• Identify opportunities to automate repetitive work while preserving high-touch human support where it creates the most value
• Build AI-enabled workflows for areas such as ticket triage, agent assistance, quality assurance, knowledge management, customer insights, and proactive support
• Define how AI initiatives are measured: resolution quality, containment, productivity, CSAT, cost, and revenue impact
• Partner cross-functionally to connect CX data and AI-driven insights back into product, marketing, operations, and leadership
• Challenge existing processes instead of simply automating them. We want someone who asks how CX should work three years from now, not how to make today's process 10% more efficient

Insights, Reporting, and Voice of the Customer

• Define the CX measurement framework: which metrics matter, how they connect, and what they tell us
• Build executive-level reporting that ties CX performance to retention, revenue, and customer health
• Surface actionable insights from support data, escalation patterns, and customer feedback, identifying where service breakdowns impact retention so lifecycle and product teams can act on them
• Serve as the strategic voice of the customer at the leadership level, translating CX data into product, marketing, and operations decisions
• Present findings and recommendations to leadership on a regular cadence
• Lead voice-of-customer programs, including NPS, post-interaction surveys, community engagement, and customer advisory input

Who You Are

• 5+ years in CX strategy or leadership, ideally in DTC or consumer-facing brands
• Direct experience owning a BPO or outsourced support partner
• Naturally builds trust fast with distributed teams, BPO partners, vendors, and cross-functional leads
• Experience managing CX budgets, vendor contracts, and operational P&L
• Analytical and data-fluent, comfortable building frameworks, not just reading dashboards
• Experience owning customer-facing documentation or knowledge content
• Highly AI-forward, actively experimenting with tools and workflows
• Comfortable at both altitudes: three-year strategy on Monday, difficult escalation on Tuesday
• Bonus: experience in wellness, health, consumer electronics, or CPG

What We Offer

• Competitive salary ($60K to $90K depending on experience)
• Hybrid flexibility (Scottsdale, AZ office) or fully remote
• The chance to define the customer experience function at a brand that's scaling fast
• Significant opportunity to help define what an AI-native CX organization looks like
• Real ownership, including budget, vendor relationships, and decision authority
• A team that values ownership, speed, experimentation, and doing things right

Equal Opportunity Employer

Mito Red Light is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We evaluate qualified applicants without regard to race, religion, gender identity, sexual orientation, disability, veteran status, or other protected characteristics.

We believe high-output teams thrive on varied perspectives and backgrounds. If you are passionate about wellness and ready to own your impact, we encourage you to apply.