Wholesale Experience Lead – Partner Success Team

Horizon Hobby; Champaign (IL); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA/FSA options

Disability insurance

Life Insurance

401(k) with company match

Paid Time Off

Paid Holidays

Product Discounts

Job summary

Horizon Hobby in Champaign, IL is seeking a Wholesale Experience Team Manager to lead the day-to-day operations of the Experience Team and ensure fast, professional, and caring handling of partner inquiries. You will analyze partner feedback and drive improvements to loyalty and satisfaction.

This full-time, on-site role supports a Monday–Friday 8am–5pm schedule with a base pay range of $50,000–$60,000 and potential bonus eligibility.

Qualifications

• 5+ years in a customer service supervisory role.
• Excellent communication, interpersonal and leadership skills.
• Creative problem-solving to turn challenges into lasting solutions.
• Results-driven with strategies that improve partner satisfaction.
• Hands-on experience with customer service platforms (Zendesk/Salesforce/Freshdesk).
• Solid knowledge of customer service best practices and trends.

Responsibilities

• Lead the Experience Team and manage day-to-day operations.
• Monitor partner feedback and satisfaction metrics to drive improvements.
• Coach and mentor team members for service excellence and growth.
• Design and implement processes to raise consistency and efficiency.
• Collaborate with other departments to align initiatives with business goals.
• Serve as escalation point for complex partner issues and decisions.
• Maintain accurate records and report on interactions and team performance.
• Conduct regular performance evaluations and provide constructive feedback.

Skills

Leadership

Communication

Problem solving

Results oriented

Technical fluency

Industry knowledge

Adaptability

Motivator

Tools

Zendesk

Salesforce

Freshdesk

Job description

Horizon Hobby in Champaign, IL is seeking a Wholesale Experience Team Manager to lead the day-to-day operations of the Experience Team and ensure fast, professional, and caring handling of partner inquiries. You will analyze partner feedback and drive improvements to loyalty and satisfaction.

This full-time, on-site role supports a Monday–Friday 8am–5pm schedule with a base pay range of $50,000–$60,000 and potential bonus eligibility.