Senior Manager, Customer Experience & Service Excellence

Phillip Jeffries; Fairfield (NJ); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Health benefits

PTO 34 days per year

Annual bonus opportunity

Retirement plan with company 10% auto-

Employee discount on Phillip Jeffries壁

Job summary

Phillip Jeffries is seeking a Senior Manager, Customer Experience to lead our customer support operations and develop high-performing teams in New Jersey. You will drive continuous improvement and shape service excellence across the organization.

Reporting to the Senior Director of Customer Experience, you will manage process improvements, monitor KPIs, and collaborate with Sales and other functions to resolve customer challenges.

Qualifications

• 7+ years of customer service, customer experience, or sales support experience.
• 1+ years of leadership experience managing support or service teams.
• Experience leveraging customer service platforms, helpdesk systems, and analytics tools.
• Strong project management, problem-solving, and organizational skills.
• Proven ability to lead through change and drive cross-functional collaboration.

Responsibilities

• Lead, coach, and develop a team of Customer Experience professionals.
• Provide ongoing performance feedback, coaching, and career development opportunities.
• Foster a culture of accountability, engagement, continuous improvement, and service excellence.
• Manage team productivity, workload distribution, and operational performance.
• Partner with leadership to implement department initiatives and process improvements.
• Drive service excellence through effective support processes and service level management.
• Monitor key performance metrics, dashboards, and customer satisfaction trends.
• Partner with Sales and cross-functional teams to identify and resolve customer challenges.
• Build strong relationships with internal stakeholders and key customers.
• Identify opportunities to reduce customer friction and improve the overall customer journey.
• Lead and contribute to strategic projects that improve operational efficiency and customer satisfaction.
• Manage project timelines, stakeholder communication, and successful execution of initiatives.
• Utilize customer feedback and data insights to drive informed business decisions.
• Manage complex customer concerns and escalations with professionalism and urgency.
• Partner with Sales, Marketing, Design, Finance, and Supply Chain teams to develop proactive solutions.
• Share customer insights with leadership to support strategic decision-making and continuous improvement efforts.
• Partner with the CX Training team to support onboarding and ongoing employee development.

Skills

Leadership

Customer Experience

Project Management

Analytics

Communication

Cross-functional Collaboration

Tools

CRM software

Analytics tools

Job description

Phillip Jeffries is seeking a Senior Manager, Customer Experience to lead our customer support operations and develop high-performing teams in New Jersey. You will drive continuous improvement and shape service excellence across the organization.

Reporting to the Senior Director of Customer Experience, you will manage process improvements, monitor KPIs, and collaborate with Sales and other functions to resolve customer challenges.