Senior CX Manager — Remote, Growth to Director

OneSkin; New York (NY); Remote; USD 155.000 - 175.000; Vollzeit

Benefits dieser Stelle

Fully remote work experience with home

Medical, dental, vision with FSA

401K with 100% match up to 5%

Flexible PTO

Monthly wellness package (Gympass)

Free OneSkin subscription

E-verify work authorization

Zusammenfassung

OneSkin is seeking a Senior Manager, Customer Experience to lead our customer support function and translate feedback into cross-functional improvements. You’ll oversee an in-house team, two outsourced BPO partners, and collaborate with Retention, Marketing, eCommerce, Product, Science and Legal to elevate customer outcomes using automation and Voice of Customer insights.

You will own the CX technology stack, drive AI-enabled support initiatives, and report on trends, cost per ticket, and

Qualifikationen

• 7+ years experience in customer experience or customer support, including 4+ years leading CX teams within a DTC/eCommerce brand.
• Experience managing outsourced BPO partners, including SLAs, QA, staffing and performance.
• Experience supporting a subscription/recurring-purchase business, including cancellation, pause, and retention/save flows.
• Hands-on ability to configure helpdesk workflows, automations, and integrations across Shopify, subscriptions, and returns tools; troubleshoot sync issues.
• Ability to build contact-trend, cost, and staffing analyses and present clear exec-level recommendations.
• Excellent written communication for executive updates, SOPs, and customer-facing policies.
• Ability to flex into West Coast hours as needed.

Aufgaben

• Lead the in-house Support Supervisor and manage BPO partners, including staffing, SLAs, QA, coaching, capacity and performance.
• Oversee support across DTC, email, AI-assisted chat, Amazon, TikTok Shop, and skincare professional channels.
• Maintain up-to-date support policies, SOPs, and training resources for consistent service.

Kenntnisse

CX leadership

Team management

DTC experience

BPO management

Subscriptions/retention

Analytics & reporting

Communication

Tools

Kustomer

Looker

SQL

Shopify

APIs / Webhooks

Jobbeschreibung

OneSkin is seeking a Senior Manager, Customer Experience to lead our customer support function and translate feedback into cross-functional improvements. You’ll oversee an in-house team, two outsourced BPO partners, and collaborate with Retention, Marketing, eCommerce, Product, Science and Legal to elevate customer outcomes using automation and Voice of Customer insights.

You will own the CX technology stack, drive AI-enabled support initiatives, and report on trends, cost per ticket, and