Senior Manager of Customer Experience & Technology

W3Global; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

W3Global is seeking a technically driven CX leader to own its customer experience technology, automation, and backend support operations. This is a systems-first role, balancing hands-on platform administration with analytics and cross-functional partnerships with Engineering, Product, and Operations.

The ideal candidate will own the CX tech stack, optimize AI-driven support, and manage complex workflows across a multi-brand, high-volume DTC environment.

Qualifications

• 7+ years in CX operations or customer service systems.
• Ownership of enterprise helpdesk platforms, preferably Kustomer.
• Hands-on AI support automation using DigitalGenius or similar tools.
• Strong understanding of APIs, integrations, and subscription platforms such as Recurly or Recharge.
• Experience translating customer-facing issues into actionable technical requirements and tracking via Jira.
• Strong analytical, documentation, and cross-functional communication skills.
• Background in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience preferred.
• Familiarity with social support tools, Amazon, and TikTok Shop integrations.

Responsibilities

• Own and administer the CX technology stack across multiple brands and channels.
• Configure routing rules, queues, SLA policies, workflows, macros, and integrations.
• Lead AI and automation optimization including intent libraries and escalation logic.
• Identify API-enabled automation opportunities and translate needs into requirements.
• Partner with Engineering and Product to resolve platform issues and migrations.
• Oversee Tier II workflows including subscriptions, billing errors, backorders, and address resolution.
• Support performance across email, social media, marketplaces, and reviews.
• Build dashboards and executive reporting on CS metrics and cost per contact.
• Maintain SOPs, manage vendor escalations, and track technology and staffing spend.

Skills

CX operations

Kustomer

AI automation

APIs & Integrations

Jira

Analytics

Cross-functional collaboration

DTC/e-commerce/subscriptions

Tools

Kustomer

DigitalGenius

Recurly/Recharge

APIs

Jira

Job description

Our client, a multi-brand CPG business, is seeking a technically driven CX leader to own its customer experience technology, automation, and backend support operations. This is a systems-first role. It is not a traditional customer service management position. The ideal candidate combines hands-on platform administration with analytical rigor and strong partnerships across Engineering, Product, and Operations.

Key Responsibilities

• Own and administer the CX technology stack, including Kustomer, DigitalGenius, customer feedback platforms, and social support tools.
• Configure routing rules, queues, SLA policies, workflows, macros, and integrations across multiple brands and channels.
• Lead AI and automation optimization, including intent libraries, response quality, escalation logic, agent handoffs, and performance troubleshooting.
• Identify API-enabled automation opportunities and translate operational needs into functional requirements, business rules, edge cases, and acceptance criteria.
• Partner with Engineering and Product to resolve platform issues, support system migrations, and deliver scalable improvements.
• Oversee complex Tier II workflows involving subscriptions, billing, order errors, backorders, and address resolution.
• Support operational performance across email, social media, marketplaces, and review platforms.
• Build dashboards and executive reporting covering customer satisfaction, response times, resolution, automation, productivity, and cost per contact.
• Maintain SOPs, manage vendor escalations, and track technology and staffing spend.

Qualifications

• 7+ years of experience in CX operations, support technology, or customer service systems.
• Demonstrated ownership of enterprise helpdesk platforms, preferably Kustomer, including advanced workflow configuration and reporting.
• Hands-on experience building and optimizing AI support automation using DigitalGenius or comparable tools.
• Strong understanding of APIs, integrations, and subscription platforms such as Recurly or Recharge.
• Experience translating customer-facing issues into actionable technical requirements and tracking delivery through Jira or similar tools.
• Strong analytical, documentation, and cross-functional communication skills.
• Background in high-volume DTC, e-commerce, or subscription businesses; multi-brand experience preferred.
• Familiarity with social support tools, Amazon, and TikTok Shop integrations.