Senior Manager, Customer Experience — Remote & Growth

OneSkin; United States; Remote; USD 155.000 - 175.000; Vollzeit

Benefits dieser Stelle

Fully remote work

Medical, dental, vision

401K match

Flexible PTO

Wellness package

OneSkin subscription

Zusammenfassung

OneSkin is seeking a Senior Manager, Customer Experience to lead its customer support and translate feedback into cross‑functional action. This hands‑on leadership role oversees 40,000+ annual contacts across email, AI chat, and marketplaces, with in‑house supervisor and two BPO partners.

Reporting to the VP of Operations, you will optimize the CX tech stack (Kustomer, AI automation), develop teams, implement SLAs, and partner with Retention, Marketing, eCommerce, Product, Science, and Legal to

Qualifikationen

• 7+ years in customer experience or customer support, including leadership roles.
• Experience managing outsourced BPO partners with SLAs, QA, staffing and performance.
• Proven track record supporting a subscription/recurring-purchase business and optimizing self‑service pathways.

Aufgaben

• Lead the in‑house Support Supervisor and two BPO partners; manage staffing, SLAs, QA and coaching.
• Oversee customer channels: DTC, email, AI chat, Amazon, TikTok Shop, skincare professionals.
• Maintain up‑to‑date policies, SOPs, and training resources for consistent service.
• Collaborate with Retention, Marketing, eCommerce, Product, Science and Legal to improve outcomes and automation.
• Own CX tech stack configuration, integrations, and AI-assisted support; report on trends and costs.

Kenntnisse

CX leadership

Partner management

Subscription retention

Data analysis

Executive communication

Automation & AI

Tools

Shopify

Kustomer

Loop Returns

Skio

Okendo

Looker

SQL

APIs & Webhooks

Jobbeschreibung

OneSkin is seeking a Senior Manager, Customer Experience to lead its customer support and translate feedback into cross‑functional action. This hands‑on leadership role oversees 40,000+ annual contacts across email, AI chat, and marketplaces, with in‑house supervisor and two BPO partners.

Reporting to the VP of Operations, you will optimize the CX tech stack (Kustomer, AI automation), develop teams, implement SLAs, and partner with Retention, Marketing, eCommerce, Product, Science, and Legal to