Senior CX Manager: Growth, VIP, & Service Excellence

Applied Labs; Austin, Northern (TX, KY); Hybrid; USD 110,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Dental & vision coverage for family

401(k) match

Paid parental leave

Flexible PTO

Wellness program

Corporate bonus eligibility

Employee discounts

Job summary

Tecovas is seeking a Senior Customer Experience Manager to lead a large CX team in Austin, TX. You will own the service model, standards, and investment behind hospitality-driven customer care, partnering with CX Operations and CX Enablement to deliver measurable revenue through expert guidance and post-sale engagement.

You will design and scale a VIP program, manage labor budgets, and ensure top-tier service across channels while collaborating with Ecommerce, Marketing, and Retail to integrate

Qualifications

• 8+ years in customer service or contact center operations.
• Experience managing managers and multi-level teams.
• Direct-to-consumer retail or ecommerce background preferred.
• Ownership of a labor budget or cost-to-serve target.
• Experience redesigning frontline organization structures.

Responsibilities

• Drive measurable revenue from CX by guidance on high-value interactions.
• Own metrics: contact-influenced revenue, exchange/refund mix, repeat purchases.
• Partner with Ecommerce, Marketing, Merchandising, and Retail to embed CX in the journey.
• Design VIP program with staffing, service model, and cost considerations.
• Lead service delivery, escalation paths, and readiness for peak seasons.
• Shape frontline organization design, hiring, and career paths.
• Own CX labor budget, payroll, and multi-state wage compliance.
• Act as CX decision-maker alongside cross-functional leadership.

Skills

Leadership & coaching

Cross-functional partnership

Data-driven decision making

Team management

Forecasting & capacity planning

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

Tecovas is seeking a Senior Customer Experience Manager to lead a large CX team in Austin, TX. You will own the service model, standards, and investment behind hospitality-driven customer care, partnering with CX Operations and CX Enablement to deliver measurable revenue through expert guidance and post-sale engagement.

You will design and scale a VIP program, manage labor budgets, and ensure top-tier service across channels while collaborating with Ecommerce, Marketing, and Retail to integrate