Senior Manager, Customer Experience & Automation

Swooped; United States; On-site; USD 155,000 - 175,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA

401(k) match

PTO

Home office stipend

Wellness benefit

Product subscription

Job summary

Swooped is seeking a Senior Manager, Customer Experience in the United States. This hands-on leader directs omnichannel support—email, AI-assisted chat, and partner channels—and oversees an in-house supervisor plus two outsourced BPOs to drive automation and customer outcomes.

Reporting to the VP of Operations, you will partner with Retention, Marketing, eCommerce, Product, Science, and Legal to translate customer feedback into cross-functional improvements, while ensuring brand voice and policy

Qualifications

• 7+ years in customer experience or support, incl. 4+ years leading CX teams in DTC/eCommerce
• Experience managing outsourced BPO partners with SLAs, QA, staffing and performance
• Proven ability to support subscription/recurring businesses, incl. cancellations, pauses, retention
• Hands-on ability to configure helpdesk workflows and integrations across Shopify and returns tooling
• Strong data analysis for contact trends, costs, and staffing
• Excellent written communication for executive updates and policies
• Able to flex into West Coast hours as needed

Responsibilities

• Lead in-house Support Supervisor and two outsourced BPOs across staffing, SLAs, QA, and performance
• Oversee omnichannel support (DTC, email, chat, marketplaces) with clear policies and training resources
• Partner with Retention and eCommerce to reduce avoidable subscription contacts through self-service and flows
• Coordinate withshipping and fulfillment to reduce delivery-related contacts via proactive tracking
• Run monthly Voice of Customer reviews and drive cross-functional improvements
• Own CX tech stack configuration, integrations, and automation while preserving quality and brand voice
• Monitor contact trends, costs per ticket, and staffing, and present recommendations
• Define policies for returns, retention offers, and international consumer protection; oversee fraud and chargebacks
• Collaborate with science to monitor product-reported reactions and guide responses

Skills

CX leadership

BPO management

Subscription business

Data analysis

Executive communication

Cross-functional collaboration

Shopify integrations

Process automation

Tools

Shopify

Kustomer

Loop Returns

Skio

Okendo

Looker

Asana

SQL

APIs

Webhooks

Job description

Swooped is seeking a Senior Manager, Customer Experience in the United States. This hands-on leader directs omnichannel support—email, AI-assisted chat, and partner channels—and oversees an in-house supervisor plus two outsourced BPOs to drive automation and customer outcomes.

Reporting to the VP of Operations, you will partner with Retention, Marketing, eCommerce, Product, Science, and Legal to translate customer feedback into cross-functional improvements, while ensuring brand voice and policy